Customer Support Specialist supporting Modash users through troubleshooting, guidance, and documentation. Improving customer experience for a Canada - based remote support team.
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Enterprise Customer Support Specialist
Posted 10 hours ago
About the role
- Enterprise Customer Support Specialist supporting legal professionals using Clio’s legal AI platform. Troubleshooting technical issues, advising enterprise stakeholders, and improving customer workflows.
Responsibilities
- Handle a high volume of inbound requests by phone, chat, and email, primarily from Clio's Enterprise customers
- Advocate for Clio's value and become a product expert in Enterprise-tier configurations, integrations, and workflows, specializing in vLex Library and Vincent
- Diagnose, troubleshoot, and reproduce technical product issues
- Coordinate resolutions with Technical Escalations, Product, and Customer Success teams
- Serve as a trusted advisor to Enterprise firm admins, IT leads, and senior stakeholders
- Provide solutions and coaching to help customers use Clio products efficiently
- Answer questions, provide advice, and proactively solve customers' next challenges
- Identify opportunities for additional products or services and connect customers with the appropriate team
- Capture customer feedback and identify patterns specific to Enterprise accounts
- Maintain detailed and accurate customer interaction records
- Contribute to personal and group projects that improve service delivery, department processes, and customer experience
- Work a scheduled 5-day week including Saturday and Sunday, with two weekdays off in lieu
- Work fixed start and end times, with shifts subject to periodic business-needs changes
Requirements
- 2+ years of experience in a customer support, technical support, or customer success role, ideally supporting complex or enterprise-tier accounts
- Bachelor's degree or diploma, or equivalent experience in a customer-facing technical support capacity
- Excellent analytical skills and impeccable verbal and written communication skills
- Ability to convey complicated technical concepts to non-technical audiences, including senior stakeholders
- Strong problem-solving skills and ability to learn new products or processes quickly
- Comfort navigating ambiguity, escalations, and higher-stakes conversations
- Proactive and solution-oriented mindset
- Ability to work independently, manage multiple tasks and projects to deadline, and remain detail-oriented and organized under high volume
- Curiosity about law, technology, and AI, with interest in helping people solve problems
- Experience in the legal industry and/or knowledge of the justice system is a bonus
- Experience with legal technology or research solutions is a bonus
- Experience supporting enterprise or mid-market B2B SaaS accounts is a bonus
- Experience using APIs, building integrations, and knowledge of Postman is a bonus
- Skills in R, Python, HTML, Ruby, SQL, etc. are a bonus
- Experience building trust with decision-makers or senior stakeholders is a bonus
- Experience providing exceptional customer service is a bonus
Benefits
- Competitive, equitable salary
- Top-tier health benefits, dental, and vision insurance
- Hybrid work environment
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Accessibility accommodations during the recruitment process
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