Customer Support Specialist (French Speaking)

Themis Solutions (Ireland) Limited; Dublin; Hybrid; EUR 50,000 - 67,000; Full time

Benefits offered by this job

Hybrid work environment

Pension contribution

Flexible time off policy

Clioversary recognition

Job summary

Clio, a global leader in legal AI, is seeking a French/English Speaking Customer Support Specialist to join our Dublin hub. You will handle inbound requests by phone, chat, and email in both languages, troubleshoot issues, and provide guidance to legal professionals and their clients.

You'll become a product expert, collaborating with internal teams to resolve problems, identify upsell opportunities, and help shape product adoption.

Qualifications

• Native or fluent French and professional fluency in English, both written and spoken.
• Experience providing exceptional customer service and problem solving.
• Ability to work in a fast-changing environment with ambiguity.
• Bachelor’s degree, diploma, or equivalent professional experience.
• Strong verbal and written communication with ability to explain technical concepts.

Responsibilities

• Handle inbound support requests by phone, AI-enabled chat, and email in French and English.
• Become a product expert; diagnose, troubleshoot, and resolve issues.
• Act as trusted advisor; provide solutions and coaching to improve efficiency.
• Own customer issues end to end and coordinate with internal teams.
• Identify upsell opportunities and connect customers with the right team.
• Capture feedback to help shape product direction and growth.

Skills

French

English

Customer service

Problem solving

Ownership

Education

Bachelor's degree or equivalent

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 French/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.

What our customer support team does

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!

What you’ll be doing

• Handling inbound support requests by phone (majority of our interactions), AI-enabled chat, and email in both French and English, with a focus on delivering exceptional customer experiences to legal professionals and their clients.
• 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

What you may have

• Native or fluent French and professional fluency in English, both written and spoken (required)
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution.
• A strong sense of ownership and the ability to stay effective in a new, fast-changing environment with a fair amount of ambiguity
• Bachelor’s degree, diploma, or equivalent professional experience
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems! The desire to win (and have fun) as a member of a high performing team A growth mindset and a sense of optimism and enthusiasm

Bonus points if you have

• Experience in a SaaS or B2B customer support environment
• Experience in the legal industry and/or knowledge of the justice system (in France or elsewhere).
• Technical, hard science, or accounting background.

Working Hours

This is a full time, permanent position. Working hours are typically 8:00am to 5:00pm (Irish time), with some flexibility for slightly earlier or later shifts depending on business needs.

What you will find here

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 and dental coverage
• Hybrid work environment, with expectation for local Clions to be in office minimum twice per week. (Find your Hub)
• Flexible time off policy
• Pension contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is €49,600 to €67,000 EUR. 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.

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.