Senior AI Toolsmith for Support Analytics

Clio; Toronto; Hybrid; CAD 108,000 - 146,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

20 days paid time off

Counseling benefit

RRSP matching

RESP contribution

Job summary

Clio is seeking a Senior AI Builder & Analyst to advance our AI-first Customer Support operations in Toronto. You will design and own AI-assisted workflows, prompts, and dashboards, partnering with Support, TechEsc, CSOps and WFM to translate data into action.

This builder role requires hands-on experience with AI tooling, strong data visualization skills, and the ability to translate technical concepts for non-technical stakeholders. Expect a high-impact, collaborative environment.

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 with Looker, Salesforce, or Excel.
• Knowledge of WFM metrics (SLA, AHT, occupancy, DSAT, repeat contact).
• Ability to translate complex technical work for non-technical stakeholders.
• Bias for action in a fast-evolving scope.

Responsibilities

• Design, build, and refine AI-assisted tools and workflows for Support and WS.
• Own the technical build: prompt design, logic, integrations, tuning.
• Partner with leaders across Support, TechEsc, CSOps and WFM to prioritize.
• Maintain AI-assisted QA tooling and derive signal from data.
• Design dashboards and reporting for frontline leaders.
• Automate reporting on core metrics and translate data into recommendations.
• Collaborate with People/TAcq, Finance, and Product to align with growth.

Skills

AI workflow design

SQL

Data visualization

WFM metrics

Stakeholder communication

Contact center experience

Tools

Looker

Salesforce

Excel/Sheets

Job description

Clio is seeking a Senior AI Builder & Analyst to advance our AI-first Customer Support operations in Toronto. You will design and own AI-assisted workflows, prompts, and dashboards, partnering with Support, TechEsc, CSOps and WFM to translate data into action.

This builder role requires hands-on experience with AI tooling, strong data visualization skills, and the ability to translate technical concepts for non-technical stakeholders. Expect a high-impact, collaborative environment.