Enterprise Support Specialist – AI Legal Tech (Hybrid)

Clio; Toronto; Hybrid; CAD 52,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Dental & vision insurance

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

RESP contributions

Clioversary recognition

Job summary

Clio, a global leader in legal AI technology, seeks a Customer Support specialist focused on vLex+ specialization to assist Enterprise clients. You will handle high-volume inquiries by phone, chat, and email, becoming a product expert in Enterprise configurations, integrations, and workflows with vLex Library and Vincent.

You will diagnose technical issues, coordinate resolutions with escalations, product, and CS teams, and serve as a trusted advisor to senior stakeholders.

Qualifications

• 2+ years in customer support, technical support, or customer success, ideally enterprise-tier accounts
• Bachelor's degree or diploma, or equivalent experience in a customer-facing technical support capacity
• Excellent analytical and communication skills, able to explain technical concepts to non-technical audiences including senior stakeholders
• Strong problem-solving skills, quick learner, adaptable to new products and processes
• Comfort with ambiguity, escalations, and high-stakes conversations
• Proactive, solution-oriented mindset, comfortable navigating open-ended problems
• Ability to work independently, manage multiple tasks to deadlines, detail-oriented
• Curiosity about law, tech, and AI; enthusiasm for helping customers

Responsibilities

• Handle a high volume of inbound requests by phone, chat, and email for Enterprise customers
• Be a product advocate with depth in Enterprise configurations, integrations, and workflows
• Diagnose and troubleshoot technical product issues, reproduce and coordinate resolutions with escalations, product, and CS teams
• Act as trusted advisor to Enterprise admins and IT leads, coaching customers to use products efficiently
• Provide advice, answer questions, and proactively help customers maximize value from Clio
• Identify opportunities to connect customers with related products or services
• Capture customer feedback for the Product team, noting patterns in Enterprise accounts
• Maintain accurate customer interaction records and adapt as products/processes evolve
• Contribute to projects to improve service delivery and customer experience

Skills

Enterprise support

Bachelor's degree

Analytical skills

Verbal communication

Written communication

Problem solving

Ambiguity navigation

Independent worker

Curiosity about law

Growth mindset

Education

Bachelor's degree

Job description

Clio, a global leader in legal AI technology, seeks a Customer Support specialist focused on vLex+ specialization to assist Enterprise clients. You will handle high-volume inquiries by phone, chat, and email, becoming a product expert in Enterprise configurations, integrations, and workflows with vLex Library and Vincent.

You will diagnose technical issues, coordinate resolutions with escalations, product, and CS teams, and serve as a trusted advisor to senior stakeholders.