Senior AI Builder and Analyst, Customer Support

Themis Solutions Inc.; Burnaby; Hybrid; CAD 108,000 - 146,000; Full time

Benefits offered by this job

Hybrid in-office twice per week

20 days off per year

Counseling benefit $2000 annually

RRSP matching

RESP contribution

Clioversary program

Job summary

Clio is seeking a Senior AI Builder & Analyst to empower our Customer Support org. The role supports Burnaby, Calgary, or Toronto hubs, building AI-driven workflows and tools that drive efficiency and quality.

You’ll own prompts, workflow logic, and integrations, partnering with leaders to push AI tooling from idea to operation while tracking DSAT drivers and SLA metrics.

Qualifications

• 4+ years in a contact center or SaaS support environment.
• Hands-on experience building AI-assisted workflows or tools.
• Strong reporting and data visualization skills using Looker, Salesforce, Excel/Sheets.
• Knowledge of core WFM and QA metrics (SLA, AHT, occupancy, DSAT).
• Ability to translate complex technical work for non-technical stakeholders.
• Bias for action in an evolving team scope.

Responsibilities

• Design, build, and refine AI-assisted tools and workflows for Support and Workforce Management.
• Own the technical build: prompt design, workflow logic, and tool integration.
• Collaborate with leaders to identify where AI tooling yields efficiency gains.
• Develop and tune AI QA tooling to extract quality signals from data.
• Create dashboards and reporting for frontline leaders on quality trends.
• Automate reporting on core Support metrics and translate data into leadership actions.

Skills

AI tooling

Prompt engineering

Data visualization

SQL

Non-technical communication

Bias for action

Tools

Talkdesk

Service Cloud

AI tooling platforms

Job description

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary: We are currently seeking a Senior AI Builder & Analyst to support our Customer Support organization. This role is available to candidates in our Burnaby, Calgary, or Toronto hub locations.

What your team does:

Customer Support, spanning Core Support, Technical Escalations, and Workforce Management, makes sure our people, tools, and processes are lined up to meet our customers where they are. As Clio moves further into an AI-first operating model, this role is where that shift is built: the tools, workflows, and collaboration that let a lean team see further and move faster across every function in Support. This is a builder's role first. You're not just analyzing how AI could help; you're the one building and honing the tools that make it real, then handing off something the team can run.

What you'll work on:

• Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management, closing the gap between "AI could help here" and a tool the team actually uses.
• Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning as needs change.
• Partnering directly with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process, and prioritizing accordingly; identifying where AI tooling should go next.
• Optimizing and maintaining the AI-assisted QA tooling that turns conversation and case data into clear signal on quality and DSAT drivers, working closely with the QA program owner.
• Designing dashboards and reporting that make quality trends visible to frontline leaders, not just to Support leadership.
• Building and automating reporting on core Support metrics (SLA, occupancy, utilization, shrinkage, repeat contact) wherever a built tool beats a manual process, translating the data into recommendations leadership can act on.
• Partnering with People/TAcq, Finance, and Product to keep the tools you build aligned to business growth and workforce planning needs.

What you bring:

• 4+ years of experience working in a contact center or SaaS support environment.
• Hands‑on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar.
• Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or a willingness to get there fast.
• Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact) and what actually moves them.
• A track record of translating complex, technical work into something a non‑technical stakeholder can act on.
• A bias for action and comfort operating without a lot of structure, this role is being built as the team's scope evolves, not stepping into something fully mapped out.

Serious bonus points if you have:

• Experience with Talkdesk, Service Cloud, or a comparable contact center platform.
• Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment.

This role is a backfill for an existing position.

What you will find here:

• Competitive, equitable salary with top‑tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. 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 salary range for this role is $108,000 to $146,200 CAD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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.