📍 Job Overview

Job Title: Customer Support Specialist, EMEA
Company: Clio
Location: Dublin, Dublin, Ireland
Job Type: Full-Time, Hybrid (2 days in office per week)
Category: Customer Support
Date Posted: June 18, 2025
Experience Level: 0-2 years
Remote Status: On-site with hybrid option

🚀 Role Summary

Serve as a trusted advisor to customers, providing exceptional support and driving customer success through each interaction.
Collaborate with cross-functional teams to troubleshoot technical issues and gather customer feedback.
Contribute to personal and group projects to improve service delivery and processes across the department.

📝 Enhancement Note: This role focuses on customer success and technical support, requiring strong communication skills and a passion for helping customers. Experience with web-based applications and familiarity with CRM software would be beneficial.

💻 Primary Responsibilities

Handle a high volume of inbound requests via phone, chat, and email, ensuring an effortless customer experience.
Advocate for Clio's value and become an expert in all of Clio’s features and functionality.
Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with relevant teams.
Confidently answer questions, provide advice, training solutions, and proactively solve customers' next challenges to help them get the most out of working with Clio.
Add to the knowledge base, consistently checking for quality, and coaching users in the usage of self-serve resources.
Capture feedback on the product for use by the Product team.
Contribute to personal and group projects to improve service delivery and processes across the department.

📝 Enhancement Note: This role requires strong multitasking skills, patience, and compassion for customers of all skill levels and personality types. A self-driven attitude and willingness to take initiative to grow skills are essential.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Proven track record in customer support or a related role.

Required Skills:

Excellent communication skills, both written and verbal.
Strong problem-solving skills and ability to thrive in a fast-paced environment.
Tech-savviness and excitement to learn new platforms.
Ability to work in a team and collaborate effectively with cross-functional teams.
Patience, compassion, and understanding.
Strong writing skills and ability to write in a professional tone with little to no grammatical or spelling errors.

Preferred Skills:

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

📝 Enhancement Note: While not required, experience with web-based applications and familiarity with CRM software would be beneficial for this role. Proficiency in Google Suite and Microsoft Office, as well as familiarity with the legal industry, would also be advantageous.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A - This role does not require a web portfolio.

Technical Documentation:

N/A - This role does not require technical documentation.

💵 Compensation & Benefits

Salary Range: €38,200 to €51,800 EUR per year. Salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

Benefits:

Competitive, equitable salary with top-tier health benefits and dental coverage.
Hybrid work environment, with an expectation for local employees to be in the office minimum 2 days per week on Anchor Days.
Flexible time off policy.
Pension contribution.
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

Working Hours: 40 hours per week, with the possibility of working evening and night shifts.

📝 Enhancement Note: The salary range provided is based on Clio's Total Rewards program, which aims to create fair and competitive pay practices. The final offer amount for this role will be dependent on individual experience and skillset.

🎯 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.
The Customer Success Team is high energy, fun, and focused on providing an effortless customer experience while increasing customer health.
The team is dedicated to creating a unique contact center culture built on empowerment and accountability, where great people are hired and given the space to excel.

Development Methodology:

Clio follows Agile methodologies, focusing on continuous improvement and customer success.
The Customer Success Team works closely with cross-functional teams, including Product and Technical Escalations, to troubleshoot technical issues and gather customer feedback.

Company Website: Clio

📝 Enhancement Note: Clio's culture emphasizes diversity, inclusion, belonging, and equity, with a focus on building an environment where team members feel included, valued, and enabled to do the best work of their careers. The company is committed to equal employment opportunities and encourages candidates from all backgrounds to apply.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support career path. It offers opportunities for growth and development within the Customer Success Team and Clio as a whole.

Reporting Structure: The Customer Support Specialist, EMEA, will report directly to the Customer Success Manager.

Technical Impact: This role has a direct impact on customer satisfaction and success, contributing to Clio's overall growth and market leadership in the UK.

Growth Opportunities:

Develop expertise in Clio's features and functionality, becoming a go-to resource for customers and internal teams.
Contribute to personal and group projects to improve service delivery and processes across the department.
Gain experience working with cross-functional teams, including Product and Technical Escalations, to troubleshoot technical issues and gather customer feedback.
Progress to more senior roles within the Customer Success Team or other departments within Clio.

📝 Enhancement Note: This role offers significant growth opportunities for individuals interested in building a career in customer support or customer success. With Clio's focus on employee development and internal promotions, there are ample opportunities for career progression within the company.

🌐 Work Environment

Office Type: Clio's Dublin office is a modern, collaborative workspace designed to foster creativity and productivity.

Office Location(s): Clio's Dublin office is located in the heart of the city, with easy access to public transportation.

Workspace Context:

The Customer Success Team works closely together in an open-plan office, fostering a collaborative and supportive environment.
Each team member has access to multiple monitors and testing devices to ensure they can effectively troubleshoot technical issues and provide exceptional customer support.
The team enjoys regular social events and team-building activities, fostering a strong sense of camaraderie and team spirit.

Work Schedule: Clio offers a flexible work schedule, with the expectation for local employees to be in the office minimum 2 days per week on Anchor Days. Evening and night shifts may be required to provide customer support during peak hours.

📝 Enhancement Note: Clio's hybrid work environment offers the best of both worlds, allowing employees to balance the benefits of working from home with the collaboration and creativity that comes from working in an office setting. The company's flexible work schedule and commitment to work-life balance make it an attractive place to work for customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and cultural fit.
In-depth phone or video interview to discuss technical skills, problem-solving abilities, and customer support experience.
Final interview with the Customer Success Manager to discuss the role's responsibilities, growth opportunities, and fit within the team.

Portfolio Review Tips:

N/A - This role does not require a web portfolio.

Technical Challenge Preparation:

Brush up on Clio's features and functionality, focusing on areas relevant to customer support and troubleshooting.
Familiarize yourself with common technical issues and troubleshooting techniques for web-based applications.
Prepare examples of when you have gone above and beyond to help a customer or resolve a challenging technical issue.

ATS Keywords:

Customer Support
Technical Troubleshooting
Communication Skills
Problem Solving
Multitasking
Tech Savviness
Writing Skills
Teamwork
Empathy
Curiosity
Initiative
Adaptability
SaaS Experience
CRM Software
Legal Industry Knowledge
Time Management

📝 Enhancement Note: Clio's interview process focuses on assessing communication skills, technical abilities, and cultural fit. Candidates should be prepared to discuss their customer support experience, problem-solving skills, and familiarity with web-based applications and CRM software. Familiarizing oneself with Clio's features and functionality will also be beneficial.

🛠 Technology Stack & Web Infrastructure

Customer Support Platform: Zendesk or similar CRM software.

📝 Enhancement Note: While this role does not require a deep understanding of web infrastructure or technology stacks, familiarity with Zendesk or similar CRM software would be beneficial. The Customer Support Specialist, EMEA, will primarily use this platform to manage customer interactions, track issues, and gather feedback.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put customers at the core of every decision and action, ensuring their success and satisfaction.
Empathy: Understand and share the feelings of customers, demonstrating genuine care and concern for their needs and challenges.
Continuous Improvement: Constantly seek to improve customer support processes, tools, and skills to better serve customers and drive customer success.
Collaboration: Work closely with cross-functional teams, including Product and Technical Escalations, to troubleshoot technical issues and gather customer feedback.
Accountability: Take ownership of customer support responsibilities and hold oneself and the team accountable for delivering exceptional customer experiences.

Collaboration Style:

The Customer Success Team works closely together in an open-plan office, fostering a collaborative and supportive environment.
Team members are encouraged to share knowledge, skills, and best practices with one another, creating a culture of continuous learning and improvement.
The team enjoys regular social events and team-building activities, fostering a strong sense of camaraderie and team spirit.

📝 Enhancement Note: Clio's Customer Success Team is dedicated to creating a unique contact center culture built on empowerment and accountability. The team's customer-focused values and collaborative work environment make it an ideal place for customer support professionals looking to grow their careers in a supportive and dynamic setting.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues and reproducing them for resolution with relevant teams.
Managing a high volume of inbound requests via phone, chat, and email while ensuring an effortless customer experience.
Balancing customer support responsibilities with project work and process improvement initiatives.

Learning & Development Opportunities:

Develop expertise in Clio's features and functionality, becoming a go-to resource for customers and internal teams.
Contribute to personal and group projects to improve service delivery and processes across the department.
Gain experience working with cross-functional teams, including Product and Technical Escalations, to troubleshoot technical issues and gather customer feedback.
Progress to more senior roles within the Customer Success Team or other departments within Clio.

📝 Enhancement Note: This role offers significant technical challenges and learning opportunities for customer support professionals looking to grow their careers. With Clio's focus on employee development and internal promotions, there are ample opportunities for career progression within the company.

💡 Interview Preparation

Technical Questions:

Describe a challenging technical issue you've faced in a previous customer support role and how you resolved it.
How do you approach troubleshooting technical issues, and what tools or resources do you use to assist you?
Can you walk us through a time when you provided exceptional customer support, going above and beyond to resolve a customer's issue?
How do you stay organized and manage your time when handling a high volume of inbound requests?
Describe your experience with CRM software, such as Zendesk, and how you've used it to manage customer interactions and track issues.

Company & Culture Questions:

Why are you interested in joining Clio's Customer Success Team, and what excites you about this role?
How do you approach working in a hybrid work environment, balancing the benefits of working from home with the collaboration and creativity that comes from working in an office setting?
Describe your experience working with cross-functional teams, and how you've contributed to their success.
How do you ensure that you're providing an effortless customer experience, even when facing challenging technical issues or high volumes of inbound requests?

Portfolio Presentation Strategy:

N/A - This role does not require a web portfolio.

📝 Enhancement Note: Clio's interview process focuses on assessing communication skills, technical abilities, and cultural fit. Candidates should be prepared to discuss their customer support experience, problem-solving skills, and familiarity with web-based applications and CRM software. Familiarizing oneself with Clio's features and functionality will also be beneficial.

📌 Application Steps

To apply for this Customer Support Specialist, EMEA position:

Submit your application through the application link provided.
Prepare for the phone or video screen by practicing your communication skills and reviewing Clio's features and functionality.
Research Clio's company culture and values, ensuring a strong fit with the Customer Success Team.
Brush up on your customer support experience, problem-solving skills, and familiarity with web-based applications and CRM software.
Prepare examples of when you have gone above and beyond to help a customer or resolve a challenging technical issue.

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

Customer Support Specialist, EMEA