Customer Support Specialist

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.

We are looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology!

As a Customer Support Specialist for Clio Operate, you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform. Your primary duties will include reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs), and collaborating with internal teams to ensure timely and accurate resolutions. You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary.

A key focus of this role will also be around continuous process improvement. You will regularly review tickets to identify trends, recurring issues, and potential areas for improvement. By analysing past support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience. Your contributions will help drive the ongoing optimisation of our Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams.

Key Responsibilities

Customer Engagement

• Build and maintain strong relationships with customers, providing a high level of support and service.

• Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets.

Product Knowledge

• Develop a good understanding of the ShareDo product and how to provide effective first-line triage for support issues.

• Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations.

• Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support.

Service Desk Best Practices

• Contribute your ideas and experience to the ongoing development of best practices.

• Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately.

• Contribute towards ticket analysis to improve knowledge and training across the team and wider business.

Service Desk Operations

• Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency.

• Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance.

• Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development.

• Monitor progress on outstanding bug fixes and provide updates to customers as required.

• Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions.

• Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed.

• Coordinate with customers regarding the status of open issues, ensuring clear communication.

Service Desk Reporting

• Assist in compiling monthly reports on Service Desk performance and ticket resolution.

Skills and Experience

Although we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:

• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.

• Exemplary communication skills across both written and verbal interactions.

• Previous experience in a customer facing technical support role.

• Prior experience of working with cloud-based software or Azure hosted applications.

• Working knowledge of Microsoft SQL could be an advantage.

• Demonstrate a keen interest in improving your craft by using AI

• Although not essential, previous experience of working within the legal industry could be beneficial.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include: 

• Competitive, equitable salary

• Clio offers a flexible hybrid work environment

• 25 days holiday + bank holidays

• Private Healthcare with Life Insurance & Critical Illness cover

• Pension contribution

• Professional development and growth options

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.