Enterprise Customer Support Specialist

Themis Solutions Inc.; Toronto; Hybrid; CAD 50,000 - 62,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Hybrid work environment

20 days off per year

Counseling benefit ($2000)

RRSP matching

RESP contribution

Clioversary recognition program

Job summary

Themis Solutions Inc. is hiring a Customer Support specialist focused on vLex+ specialization to serve Clio Enterprise customers.

You will handle high-volume inquiries by phone, chat, and email, diagnose issues, and coordinate resolutions with Product, Tech Escalations, and CS teams. You will build product expertise in Enterprise configurations, integrations, and workflows including vLex Library and Vincent, while acting as trusted advisor to senior admins and IT leads.

Qualifications

• 2+ years in a customer support, technical support, or customer success role, ideally for enterprise accounts.
• Bachelor's degree or diploma, or equivalent customer-facing technical support experience.
• Excellent analytical, verbal and written communication skills; ability to explain technical concepts to non-technical audiences.
• Strong problem-solving skills, ability to learn new products fast and adapt to ambiguity.

Responsibilities

• Handle a high volume of inbound requests by phone, chat, and email from Clio's Enterprise customers.
• Develop product knowledge with focus on Enterprise configurations, integrations, and workflows (vLex Library and Vincent).
• Diagnose and troubleshoot technical product issues, reproduce them, and coordinate resolutions with escalations, Product, and CS teams.
• Advise Enterprise admins and senior stakeholders; provide solutions and coaching to improve efficiency and adoption.

Skills

Customer support

Technical support

Communication

Problem-solving

Time management

Education

Bachelor's degree or diploma

Tools

Postman

APIs

Integrations

Vincent by Clio

Job description

Customer Support - vLex+ Specialization

What you’ll work on:

• Handling a high volume of inbound requests by phone, chat, and email, primarily from Clio's Enterprise customers, with an eye for making the experience as effortless as possible for legal professionals and their clients;
• Advocating for the value Clio provides and becoming a product expert, with particular depth in Enterprise-tier configurations, integrations, and workflows with specialization in vLex Library and Vincent;
• Methodically diagnosing and troubleshooting technical product issues, reproducing them, and coordinating resolutions with our Technical Escalations, Product, and Customer Success teams, with the urgency our Enterprise customers expect;
• Serving as a trusted advisor to Enterprise firm admins, IT leads, and other senior stakeholders, providing solutions and coaching that enable our customers to leverage our products to do their work more efficiently;
• Confidently answering questions, providing advice, and proactively solving the customer's next challenge to help them get the most out of working with Clio;
• Identifying when a customer is a fit for an additional product or service, and connecting them with the appropriate team to learn more;
• Capturing customer feedback for our Product team, with attention to patterns and needs specific to Enterprise accounts;
• Maintaining detailed and accurate customer interaction records, adapting quickly as our products, systems, and procedures evolve;
• Contributing to personal and group projects to improve service delivery and processes across the department and enhance the customer experience, while driving your own career growth and Getting Better Every Day.

What you may have:

• 2+ years of experience in a customer support, technical support, or customer success role, ideally supporting complex or enterprise-tier accounts;
• Bachelor's degree or diploma, or equivalent experience in a customer-facing technical support capacity;
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences, including senior stakeholders;
• Strong problem-solving skills with the ability to think quickly and adapt to new information, and learn new products or processes fast;
• Comfort navigating ambiguity, escalations, and higher-stakes conversations with poise;
• A proactive and solution-oriented mindset, with the comfort to navigate ambiguity and own open-ended problems;
• Ability to work independently, manage multiple tasks and assigned projects to deadline, and stay detail-oriented and organized under a high volume of requests;
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems, with a growth mindset and genuine enthusiasm for helping customers;
• The desire to win (and have fun) as a member of a high performing team.

Bonus points if you have:

• Experience in the legal industry and/or knowledge of the justice system;
• Experience working with legal technology or research solutions and proficiency;
• Experience supporting enterprise or mid-market B2B SaaS accounts;
• Experience using APIs, building integrations, and knowledge of Postman;
• Skills in R, Python, HTML, Ruby, SQL, etc.;
• A track record of building trust with decision-makers or senior stakeholders;
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution.

Working Hours:

Working Hours: This is a full time, permanent position. This role works a standard 5-day work week that includes both Saturday and Sunday as scheduled work days, with two weekdays off in lieu of a traditional Monday–Friday schedule. You will have the opportunity to align your schedule to your preferred two weekdays off, based on business needs. Your shift will have a fixed start and end time. You will have the opportunity to inform us of your preferred start time, and we will do our best to accommodate this based on business needs. Shift requirements may change periodically to meet business needs; your Talent Acquisition Specialist will be happy to explain more should you connect with them. This role is a backfill for an existing position.

Compensation:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week
• Flexible time off policy, with an encouraged 20 days off per year
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected new hire base pay for this role is $56,000 CAD.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers.

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

About Clio

Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges. Join Clio and help define the future of legal work through AI. Learn more at clio.com/careers.