Customer Support Specialist; New Grads

Position: Customer Support Specialist (New Grads)
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 Customer Support Specialists to join our Customer Support Team in our Burnaby and Calgary offices, with a focus on welcoming early talent and new graduates looking to kick-start their careers in Tech!

If you'd like to stand out during the interview process, we encourage you to submit a 60-second video introducing yourself. More details on what to include and how to submit your video will be provided during the application process.

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 organization 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 learn our products, help our customers and teammates, and launch your career at one of Canada's fastest growing companies!

What you'll be doing:

* Handling inbound support requests by phone (majority of our interactions), AI-enabled chat, and email 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

* 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 feedback for our Product teams

* Driving your career growth and development while Getting Better Every Day and contributing to a Win and Help Win culture

What you may have:

* Bachelor's degree or diploma (or currently in your final semester with an expected graduation by May 2026, or recent graduate within the past 2 years)

* Educational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support (e.g., problem-solving, communication, or technical aptitude)

* 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:

* Technical, hard science, or accounting major/minor

* Experience in the legal industry and/or knowledge of the justice system

* Experience using APIs, building integrations, and knowledge of Postman

* Skills in R, Python, HTML, Ruby, SQL, etc.

* Prior research, tutoring, and leadership experience

* Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution

Working Hours:

This is a full time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. The start time may change day to day within that window however you will always know your shifts two weeks in advance.

For example, if your flex shift is 9-10:30am PT, you will never start before 9am PT or later than 9:30am PT, and will work an 8 hour shift from that start time.

Our shift requirements for new hires change on a regular basis to meet business requirements. Occasionally a shift could start as early as 6am PT and end as late as 12am PT, but most shifts operate within core business MT hours. Your Talent Acquisition Specialist will be happy to…