Job Title
Customer Support Specialist – APAC
Responsibilities
* Handle high volume inbound requests via phone, chat, and email, ensuring an effortless customer experience.
* Advocate the value of Clio and become an expert in all product features and functionality.
* Methodically troubleshoot technical product issues, reproducing them and coordinating resolutions with Technical Escalations, Product, and Customer Success teams.
* Confidently answer questions, provide advice, train users, and proactively solve the customer's next challenge.
* Add to the knowledge base, checking quality consistently, and coach users in the usage of self‐serve resources.
* Capture product feedback for use by the Product team.
* Contribute to personal and group projects that improve service delivery and processes across the department.
Qualifications
* Bachelor's degree in a relevant field, or equivalent practical experience.
* Excellent analytical skills and impeccable verbal and written communication, with the ability to convey complex technical concepts to non‐technical audiences.
* Curiosity about law, technology, and AI, and an interest in leveraging technology to 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
* Prior research, tutoring, and leadership experience.
* Experience providing exceptional customer service, including problem solving, multitasking, and summarizing issue resolution.
Salary & Benefits
* Base salary: $56,000 CAD.
* Competitive, equitable salary with top‐tier health, dental, and vision insurance.
* Hybrid work environment with local Clions expected to be in office at least twice per week.
* Flexible time‐off policy with 20 days off per year encouraged.
* $2,000 annual counseling benefit.
* RRSP matching and RESP contribution.
* Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
* This role is a backfill for an existing position.
Equal Opportunity
We encourage candidates from all backgrounds to apply. Clio is committed to equal employment opportunities and to fostering an inclusive, accessible environment.
Accessibility
Clio provides accessibility accommodations during the recruitment process. Please let us know if you require any assistance.
Disclaimer
We only communicate with candidates through official @clio.com email addresses.
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