Customer Support Specialist

Clio; Ireland; Hybrid; EUR 38,000 - 60,000; Full time

Benefits offered by this job

Hybrid model

Health benefits

Parental leave

Wellness programs

Volunteer time

Job summary

Clio in Dublin is seeking an Italian/English Speaking Customer Support Specialist to join our Dublin hub. You'll support Italian customers and English-speaking users, delivering an effortless experience as we grow the Italian market.

You'll work with Product, Sales and Customer Success, take ownership of issues from start to finish, and help educate customers on our SaaS platform while developing product expertise and moving into broader roles within the Support organization.

Qualifications

• Bachelor’s degree, diploma, or equivalent professional experience.
• Native or fluent Italian and professional fluency in English.
• Experience delivering excellent customer service in a fast-moving SaaS or B2B environment.
• Ability to problem-solve, multi-task, and communicate clearly with stakeholders.
• Willingness to learn and adapt in a growing tech company.

Responsibilities

• Handle inbound support requests by phone, AI-enabled chat, and email in Italian and English.
• Diagnose, troubleshoot, and resolve product issues.
• Act as a trusted advisor to help customers leverage Clio effectively.
• Own customer issues end to end, coordinating with Product, Sales and Success teams.
• Capture customer feedback to inform Product teams about growth in Italy.
• Participate in ongoing learning and development through structured training.

Skills

Italian language

English language

Customer service

Communication

Education

Bachelor's degree or diploma

Job description

• We are currently seeking an Italian/English Speaking Customer Support Specialist to join our Customer Support Team in our Dublin hub office. We welcome candidates from a variety of backgrounds and experiences, and we particularly value people who bring professional experience in customer-facing roles and are looking for their next step in tech
• Italy is a new market for Clio, and you’ll be one of the first people supporting our Italian customers. You’ll support customers in both Italian and English, and the balance between the two will shift as the Italian market grows
• That’s a big opportunity to be a pioneer, and as such we’re looking for someone with a strong sense of ownership: someone who takes a problem and drives it from A to Z, takes initiative without waiting to be asked, and works with stakeholders across Product, Sales, Customer Success and other teams to get things done. Your feedback and initiative will directly shape how Clio supports the Italian market
• Clio’s Customer Support team is an incubator for talent in our rapidly growing company. We hire people who are Human and High Performing, who are motivated to provide customers an effortless experience with our products. In addition to becoming product experts, members of our customer support team also educate customers about our products, promoting product and feature adoption. Our team members are smart, technically proficient, and driven. We intentionally foster a unique culture built on growth, empowerment, and accountability by hiring great people, giving them tools and coaching, and letting them run at their own pace
• Members of the Support team receive structured product training, 1:1 coaching and development, and opportunities to learn about other areas of the business. With strong performance and contributions to our team culture, you will earn opportunities to apply your product and technical expertise in other roles within and beyond the Support organisation after completing 12-24 months in role
• You’ll know that you’re on the path to high performance when you are able to successfully resolve our customers’ technical questions, consistently beat targets, and coach a recent hire through their onboarding questions. The Customer Support team is the best place to master our products, help our customers and teammates, and build real expertise!
• Handling inbound support requests by phone (majority of our interactions), AI-enabled chat, and email in both Italian and English, with a focus on delivering exceptional customer experiences to legal professionals and their clients. The split between the two languages will vary with volume and business needs, so you may focus more on one language at times
• Becoming a product expert; diagnosing, troubleshooting, and resolving product issues effectively
• Serving as a trusted advisor; providing solutions and coaching that enables our customers to leverage Clio to do their work more efficiently
• Taking ownership of customer issues end to end, including working with internal stakeholders to resolve problems that don’t have an established process yet
• 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 and market feedback for our Product teams and help shape Clio’s growth in Italy
• Driving your own growth and development while Getting Better Every Day and contributing to a Win and Help Win culture

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems!Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiencesNative or fluent Italian and professional fluency in English, both written and spokenA strong sense of ownership and the ability to stay effective in a new, fast-changing environment with a fair amount of ambiguityBachelor’s degree, diploma, or equivalent professional experienceExperience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolutionThe desire to win (and have fun) as a member of a high performing teamA growth mindset and a sense of optimism and enthusiasmExperience in a SaaS or B2B customer support environmentExperience in the legal industry and/or knowledge of the justice system (in Italy or elsewhere)Technical, hard science, or accounting background