Intermediate Customer Support Specialist – Legal, Accounting Background

Clio - Cloud-Based Legal Technology

Intermediate Customer Support Specialist handling inquiries via phone, chat, and email for AI-driven legal technology firm. Involves mentoring peers and improving departmental processes.

Posted 6/29/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$62,100 - CA$83,900 per yearWebsite

About the role

Key responsibilities & impact

Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high bar of performance
Learning the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges
Deepening your product knowledge over time to confidently handle a broader range of customer issues
Troubleshooting and resolving issues in collaboration with Technical Escalations, Product, and Customer Success teams
Mentoring and supporting newer team members, helping them navigate onboarding questions, build product confidence, and develop their skills
Serving as a go-to resource for peers on product questions, sharing knowledge and best practices across the team
Promoting self-help resources and driving client engagement
Making proactive recommendations of additional Clio products that could benefit the customer
Capturing product feedback and staying updated on new releases to maintain expertise, including developments in AI capabilities and features
Contributing to projects that improve departmental processes, documentation, and resources
Supporting a positive team culture through knowledge-sharing and collaborative problem-solving

Requirements

What you’ll need

A strong customer focus and genuine eagerness to help customers succeed
Experience in a customer-facing support or service role, ideally in a SaaS or tech environment
Familiarity with web-based/SaaS applications
Experience with Salesforce or similar CRM software
Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac
Bonus points if you have: Legal Industry Background, Accounting or Finance Background, Legal Tech Familiarity, Technical Skills, Programming Knowledge, Research, Tutoring, or Leadership Experience, Customer Service Excellence

Benefits

Comp & perks

top-tier health benefits
dental insurance
vision insurance
hybrid work environment
flexible time off policy
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingProduct KnowledgeAI CapabilitiesResearchProgramming Knowledge

Soft Skills

MentoringCollaborationCommunicationProblem-SolvingCustomer Focus