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 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 (formally known as ShareDo), 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 Clio Operate (ShareDo) platform 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:
- Bachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 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)
- 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.
- Although not essential, previous experience of working within the legal industry could be beneficial.
This is a new role.
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 with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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.
Skills Required
- Bachelor's degree or diploma, or currently in the final semester with expected graduation by August 2026, or a recent graduate within the past two years
- Educational background in Computer Science, Business, Communications, or a related field with transferable customer-support skills
- Strong customer-service orientation and willingness to go the extra mile
- Excellent written and verbal communication skills
- Previous experience in a customer-facing technical support role
- Experience working with cloud-based software or Azure-hosted applications
- Working knowledge of Microsoft SQL
- Previous legal-industry experience
Clio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Clio and has not been reviewed or approved by Clio.
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Fair & Transparent Compensation — Public salary bands on job postings and a regional pay‑transparency report signal clear ranges and equity review practices. Pay‑range transparency is described as global, with internal ranges shared company‑wide.
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Healthcare Strength — Health, dental, and vision coverage are emphasized, with U.S. healthcare called out as strong and Canada‑based employees receiving a dedicated counseling benefit. Wellness programming and an Employee and Family Assistance Program complement core medical coverage.
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Leave & Time Off Breadth — Flexible paid time off with a stated four‑week minimum and paid volunteering time are part of the standard package. Parental leave is offered for birthing and non‑birthing parents.
Clio Insights
What We Do
Clio is the undisputed leader in cloud-based legal technology offering practice management, CRM and client intake software. Clio enables lawyers to be more client-centered and has earned the most 5 star reviews, the approval of over 65 bar associations and law societies around the world, and a global customers base of 150,000. Clio enables law firms to deliver better client experiences through cloud-based practice management, CRM and client intake software. Clio was the first to bring cloud-based legal practice management software to market, and has been leading the industry since 2008 with the first client-centered suite of cloud-based law firm solutions, the Legal Trends Report, and the Clio Cloud Conference, which is now the most widely attended legal tech conference in the industry. Clio is more than software. Clio is the only provider truly invested in the success of you and your clients. Clio’s team of client and firm success specialists combine their expertise on the Legal Trends Report, with their knowledge of Clio’s leading cloud-based legal practice management, CRM and client intake software to help lawyers run results-driven law firms using real time insights. Founded in Vancouver, Canada, Clio employs over 500 staff across five global offices and has been named one of Canada’s Best Managed Companies, a Deloitte Fast 50 company, and one of Canada’s Most Admired Corporate Cultures.
