📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Clio
• Location: Burnaby or Toronto, Canada
• Job Type: Full-Time, Hybrid
• Category: Customer Support
• Date Posted: 2025-05-28
• Experience Level: Entry to Mid-Level (0-2 years)
• Remote Status: On-site (Burnaby or Toronto) with hybrid work arrangement

🚀 Role Summary

• Primary Responsibilities: Handle high-volume inbound customer requests via phone, chat, and email, ensuring an effortless customer experience. Troubleshoot technical product issues and provide guidance on Clio's features and functionality.
• Key Skills: Strong verbal and written communication, problem-solving, tech-savviness, empathy, curiosity, and teamwork.
• Values Alignment: Clio values teamwork, optimism, solutions-oriented mindset, and empowerment. This role requires a candidate who thrives in a high-energy, fast-paced environment and is driven to help customers succeed.

📝 Enhancement Note: This role is ideal for individuals passionate about customer service and eager to build a career in a fast-growing tech company. Clio's unique contact center culture fosters empowerment and accountability, making it an excellent fit for self-driven, resourceful, and engaged professionals.

💻 Primary Responsibilities

• Customer Interaction: Handle a high volume of inbound requests via phone, chat, and email, focusing on making the customer experience as effortless as possible.
• Product Expertise: Become an expert in Clio's features and functionality, and confidently speak to the additional value that Clio provides.
• Troubleshooting: Methodically troubleshoot technical product issues, reproduce and coordinate resolutions with technical escalations, product, and customer success teams.
• Customer Guidance: Coach users to leverage self-serve resources and group training opportunities, and proactively identify customers' next challenges to help them get the most out of working with Clio.
• Feedback Collection: Capture feedback on the product for use by the product team.
• Career Growth: Own your own development and career growth to improve daily.

📝 Enhancement Note: This role requires strong communication skills, patience, and compassion. Candidates should be comfortable handling a wide range of customers with varying skill levels and personalities. A solutions-oriented mindset and the ability to thrive in a fast-paced environment are essential for success in this role.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant post-secondary education is a plus.

Experience: Entry to mid-level experience in customer support, sales, or a related field. Experience working with web-based/SaaS applications is an asset.

Required Skills:

• Confidence in connecting with a wide range of people
• Excitement about finding new and complex problems to solve
• Strong verbal and written communication skills
• Patience, compassion, and understanding
• Curiosity to strive for continuous improvement and learning
• Ability to thrive at multitasking and prioritizing in a fast-paced environment
• Excellent writing skills with little to no grammatical or spelling errors
• Self-driven attitude and willingness to take initiative to grow skills
• Fun, outgoing, and engaging personality, with a love for working as a cohesive team

Preferred Skills:

• Experience working with web-based/SaaS applications
• Familiarity with Zendesk or similar CRM software
• Familiarity with legal or other professional service industries
• Proficiency in Google Suite and Microsoft Office
• Proficiency in Windows and/or Mac operating environments

📝 Enhancement Note: While experience in customer support is preferred, Clio is open to considering candidates from other backgrounds who demonstrate strong communication skills, a solutions-oriented mindset, and a passion for customer service.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The expected new hire base pay for this role is $56,000 CAD per year. Clio's salary bands are designed to reflect the range of skills and experience needed for the position and allow room for growth. The final offer amount will be dependent on geographical region, applicable experience, and skillset of the candidate.

Benefits:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions to be in the office minimum 2 days per week on anchor days
• Flexible time off policy, with an encouraged 20 days off per year
• $2,000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Working Hours: Full-time, with a flex shift model. Shifts start within a 90-minute window and may change day to day. Shift requirements change regularly to meet business requirements.

📝 Enhancement Note: Clio's Total Rewards program is designed to create fair and competitive pay practices that form the foundation of their human and high-performing culture. The salary range provided is an estimate and may vary based on the candidate's skills, experience, and location.

🎯 Team & Company Context

Company Culture: Clio is a global leader transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Their unique contact center culture is built on empowerment and accountability, hiring great people and getting out of their way.

Industry: Legal technology

Company Size: Medium to large (250-1,000 employees)

Founded: 2008

Team Structure:

• High-energy and fast-paced customer support team
• Collaborative and cross-functional work environment
• Empowered and accountable team members

Development Methodology:

• Focus on providing an effortless customer experience
• Hyper-focused on sharing the value of Clio products with customers
• Intentional fostering of a unique contact center culture built on empowerment and accountability

Company Website: www.clio.com

📝 Enhancement Note: Clio's customer support team is high energy and fast-paced, with a focus on providing an effortless customer experience. The team is hyper-focused on sharing the value of Clio products with customers and intentionally fosters a unique contact center culture built on empowerment and accountability.

📈 Career & Growth Analysis

Web Technology Career Level: Entry to Mid-Level Customer Support Specialist

Reporting Structure: Reports directly to the Customer Support Team Lead

Technical Impact: Directly impacts customer experience and satisfaction with Clio products. Contributes to product improvement by capturing and communicating customer feedback.

Growth Opportunities:

• Career progression within the customer support team
• Transition to other roles within Clio, such as technical support, customer success, or product management
• Opportunities for professional development and skill growth through training, coaching, and mentorship

📝 Enhancement Note: Clio's customer support team offers a clear path for career progression, with opportunities for growth within the team and across the organization. The company fosters a culture of continuous learning and development, providing employees with the tools and resources they need to succeed.

🌐 Work Environment

Office Type: Hybrid, with expectation for local Clions to be in the office minimum 2 days per week on anchor days

Office Location(s): Burnaby, British Columbia, Canada; Toronto, Ontario, Canada

Workspace Context:

• High-energy and fast-paced customer support environment
• Collaborative and cross-functional work environment
• Empowered and accountable team members

Work Schedule: Full-time, with a flex shift model. Shifts start within a 90-minute window and may change day to day. Shift requirements change regularly to meet business requirements.

📝 Enhancement Note: Clio's hybrid work environment offers the best of both worlds, allowing employees to work from home while also providing opportunities for in-person collaboration and learning. The company's flexible work schedule caters to employees' needs while ensuring business requirements are met.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen with the Talent Acquisition Specialist
2. In-depth phone or video interview with the Customer Support Team Lead
3. Final interview with the Customer Support Team Manager

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Support, Technical Troubleshooting, Verbal Communication, Written Communication, Problem Solving, Tech Savviness, Multitasking, Empathy, Curiosity, Teamwork, Self-Driven, Initiative, Flexibility, SaaS Experience, CRM Software Familiarity, Professional Services Knowledge

📝 Enhancement Note: Clio's interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit. The company values transparency and provides clear expectations throughout the application and interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Zendesk or similar CRM software
• Google Suite and Microsoft Office
• Windows and/or Mac operating environments

📝 Enhancement Note: While Clio uses specific tools for customer support, the role's primary focus is on strong communication skills, problem-solving, and empathy. Familiarity with the company's technology stack is a plus but not a requirement.

👥 Team Culture & Values

Customer Support Values:

• Confidence in connecting with a wide range of people
• Excitement about finding new and complex problems to solve
• Strong verbal and written communication skills
• Patience, compassion, and understanding
• Curiosity to strive for continuous improvement and learning
• Ability to thrive at multitasking and prioritizing in a fast-paced environment
• Excellent writing skills with little to no grammatical or spelling errors
• Self-driven attitude and willingness to take initiative to grow skills
• Fun, outgoing, and engaging personality, with a love for working as a cohesive team

Collaboration Style:

• High-energy and fast-paced customer support environment
• Collaborative and cross-functional work environment
• Empowered and accountable team members

📝 Enhancement Note: Clio's customer support team values strong communication skills, problem-solving abilities, and a solutions-oriented mindset. The team fosters a collaborative and cross-functional work environment, empowering team members to take ownership of their development and career growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of inbound requests via phone, chat, and email
• Troubleshooting technical product issues and coordinating resolutions with various teams
• Providing guidance on Clio's features and functionality to a wide range of customers with varying skill levels and personalities

Learning & Development Opportunities:

• Career progression within the customer support team
• Transition to other roles within Clio, such as technical support, customer success, or product management
• Opportunities for professional development and skill growth through training, coaching, and mentorship

📝 Enhancement Note: Clio's customer support team offers a dynamic and challenging work environment, with opportunities for growth and development. The company fosters a culture of continuous learning and provides employees with the tools and resources they need to succeed.

💡 Interview Preparation

Technical Questions:

• How do you handle a high volume of inbound requests via phone, chat, and email?
• Can you describe a time when you had to troubleshoot a technical product issue and coordinate a resolution with various teams?
• How do you provide guidance on a complex product to a wide range of customers with varying skill levels and personalities?

Company & Culture Questions:

• How do you approach customer service in a fast-paced environment?
• Can you describe a time when you went above and beyond to help a customer?
• How do you balance empathy and patience with efficiency and productivity in your work?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: Clio's interview process focuses on assessing candidates' communication skills, problem-solving abilities, and cultural fit. The company values transparency and provides clear expectations throughout the application and interview process.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the application link
2. Prepare for the phone or video screen with the Talent Acquisition Specialist by reviewing Clio's values, mission, and customer support approach
3. Research Clio's products and features to demonstrate your familiarity with the company and its offerings
4. Prepare for the in-depth phone or video interview with the Customer Support Team Lead by practicing common customer support scenarios and troubleshooting exercises
5. Prepare for the final interview with the Customer Support Team Manager by reflecting on your career goals and how this role aligns with your long-term objectives

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.