📍 Job Overview

Job Title: Junior Customer Support Specialist
Company: Clio
Location: Sydney, Australia (Remote)
Job Type: Full-Time
Category: Customer Support
Date Posted: June 24, 2025
Experience Level: 0-2 years
Remote Status: Hybrid

🚀 Role Summary

Clio is seeking a Junior Customer Support Specialist to join their Customer Success Team in Sydney. This role is focused on enabling customer success through effortless interactions and driving effective change by representing the voice of the customer. The ideal candidate will be a trusted advisor, bringing a consultative mindset to each interaction and proactively solving customer challenges.

💻 Primary Responsibilities

Handle a high volume of inbound requests by 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 customer challenges.
Contribute 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.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant post-secondary education or training would be an asset.

Experience: Previous customer support experience is preferred but not required. Candidates with a strong passion for customer service and a willingness to learn are encouraged to apply.

Required Skills:

Excellent communication skills, both written and verbal.
Strong problem-solving skills and a proactive approach to customer challenges.
Patience, compassion, and understanding.
Ability to thrive in a fast-paced, multitasking environment.
Tech-savviness and excitement to learn new platforms.
Strong 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 teamwork.

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.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The full salary range for this role is $60,900 to $71,600 to $82,300 AUD per year. Clio aims to hire all candidates between the minimum and the midpoint of the full salary range. The final offer amount will be dependent on individual experience and skillset.

Benefits:

Competitive, equitable salary with top-tier health benefits.
Hybrid work environment.
Flexible time off policy, with an encouraged 20 days off per year.
Superannuation.
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

🎯 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 and increasing customer health. The team is built on empowerment and accountability, with a goal to hire great people and get out of their way.

Team Structure:

The Customer Success Team is part of the broader Customer Experience department.
The team consists of Customer Support Specialists, Team Leads, and a Manager.
The team works closely with other departments, including Product, Engineering, and Sales.

Development Methodology:

The team follows a customer-centric approach, focusing on understanding customer needs and providing tailored solutions.
They use a ticketing system (Zendesk) to manage and track customer interactions.
The team regularly reviews and improves processes to enhance the customer experience.

Company Website: Clio

📝 Enhancement Note: Clio's customer-centric culture and focus on continuous improvement make it an attractive place for customer support professionals looking to grow their careers in a dynamic and supportive environment.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position, providing an excellent opportunity for candidates to build their customer support career. The role offers exposure to a wide range of customer challenges and the chance to develop strong problem-solving and communication skills.

Reporting Structure: The Junior Customer Support Specialist reports directly to the Customer Support Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction and retention. By providing excellent customer support, the Junior Customer Support Specialist helps ensure that customers have a positive experience with Clio, leading to increased customer loyalty and advocacy.

Growth Opportunities:

Career Progression: With experience and strong performance, there are opportunities to advance to Senior Customer Support Specialist and Team Lead roles.
Technical Skill Development: The role offers the opportunity to learn and become an expert in Clio's features and functionality, as well as develop strong troubleshooting and problem-solving skills.
Leadership Potential: As the role involves working closely with other teams, there are opportunities to develop leadership skills and contribute to cross-functional projects.

📝 Enhancement Note: Clio's commitment to employee growth and development, along with its customer-centric culture, creates an environment where customer support professionals can thrive and advance their careers.

🌐 Work Environment

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

Office Location(s): Clio's headquarters are in Vancouver, Canada, but this role is based in Sydney, Australia, with a hybrid work arrangement.

Workspace Context:

The Customer Success Team works closely together, with a focus on collaboration and knowledge sharing.
The office is equipped with modern tools and technologies to support customer support activities.
The team enjoys regular social events and team-building activities to foster a strong sense of camaraderie.

Work Schedule: The role follows a standard full-time work schedule, with the possibility of working evening and night shifts to provide customer support during peak hours.

📝 Enhancement Note: Clio's hybrid work arrangement and commitment to work-life balance make it an attractive option for customer support professionals seeking a flexible and supportive work environment.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, answer any questions, and assess cultural fit.
Role-Play Scenario: A role-play scenario to evaluate problem-solving skills and customer support aptitude.
Final Interview: A final interview with the Customer Success Team Lead and/or Manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and understanding their needs to provide tailored solutions.
Empathy: Listening actively to customers and responding with compassion and understanding.
Continuous Improvement: Regularly reviewing and improving processes to enhance the customer experience.
Collaboration: Working closely with other teams to resolve customer challenges and drive effective change.
Accountability: Taking ownership of customer interactions and following through on commitments.

Collaboration Style:

The Customer Success Team works closely together, with a focus on knowledge sharing and supporting one another.
The team encourages open communication and active listening to ensure customer needs are understood and addressed.
The team works collaboratively with other departments to resolve customer challenges and improve the customer experience.

📝 Enhancement Note: Clio's customer-centric culture and commitment to continuous improvement create an environment where customer support professionals can thrive and make a meaningful impact on customer satisfaction and retention.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Managing a high volume of inbound requests by phone, chat, and email while maintaining an effortless customer experience.
Complex Customer Challenges: Troubleshooting technical product issues and providing tailored solutions to meet customer needs.
Continuous Learning: Staying up-to-date with Clio's features and functionality, as well as industry best practices in customer support.

Learning & Development Opportunities:

On-the-Job Training: Clio provides comprehensive training and ongoing support to help new team members develop their customer support skills.
Conferences & Certifications: Clio encourages employees to attend industry conferences and pursue relevant certifications to further their professional development.
Mentorship & Coaching: Clio offers mentorship and coaching opportunities to help employees grow their careers and develop their skills.

📝 Enhancement Note: Clio's commitment to employee growth and development, along with its customer-centric culture, creates an environment where customer support professionals can thrive and overcome technical challenges.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced and how you handled it. What was the outcome, and what did you learn from the experience?
Product Knowledge: How do you approach learning and becoming an expert in a new product or service?
Problem-Solving: Can you walk me through your process for troubleshooting a technical product issue?

Company & Culture Questions:

Customer Focus: How do you ensure that you're putting the customer first in every interaction?
Teamwork: How do you approach working collaboratively with other teams to resolve customer challenges?
Continuous Improvement: How do you approach reviewing and improving processes to enhance the customer experience?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Clio's customer-centric culture and commitment to continuous improvement create an opportunity for customer support professionals to demonstrate their problem-solving skills, customer focus, and collaborative approach during the interview process.

📌 Application Steps

To apply for this Junior Customer Support Specialist position:

Submit your application through the application link provided.
Prepare for the phone/video screen by reviewing Clio's products and services, as well as their customer support approach.
Practice your problem-solving skills and customer support techniques in preparation for the role-play scenario.
Research Clio's company culture and values to ensure a strong cultural fit.
Prepare for the final interview by reflecting on your customer support experiences and how they align with Clio's customer-centric culture.

⚠️ 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.

Junior Customer Support Specialist