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Full-Time

Customer Support Specialist

Posted on 10/30/2024

Clio

Clio

1,001-5,000 employees

Legal practice management software provider

Enterprise Software
Legal

Compensation Overview

$55kAnnually

Entry

Toronto, ON, Canada + 2 more

More locations: Calgary, AB, Canada | Vancouver, BC, Canada

Hybrid work environment; in-office presence required at least once per week.

Category
Customer Support
Customer Success & Support
Required Skills
Zendesk
Requirements
  • Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;
  • Excitement about finding new and complex problems to solve;
  • Tech-savviness and excitement to dive into learning new platforms;
  • Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner;
  • Patience, compassion and understanding;
  • Curiosity to strive to continuously improve and learn;
  • Ability to thrive at multitasking and prioritizing in a fast-paced environment;
  • Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;
  • Self-driven attitude and willing to take initiative to grow your skills;
  • Fun, outgoing, and engaging personality - and love to work as a cohesive team.
  • Have customer focus at your core and are eager to make a career out of helping clients be successful;
  • Have experience working with web-based/SaaS applications;
  • Are familiar with Zendesk or similar CRM software;
  • Are familiar with Legal or other professional service industries;
  • Are flexible and open to working evening and night shifts;
  • Are proficient in Google Suite and Microsoft Office;
  • Are proficient in Windows and/or Mac operating environments.
Responsibilities
  • Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;
  • Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides;
  • Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;
  • Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio;
  • Coaching our users to leverage self-serve resources and group training opportunities;
  • Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;
  • Capturing feedback on the product for use by our Product team;
  • Owning your own development and career growth to get better everyday!

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage organizes tasks, manages cases, handles documents, and processes payments within a single platform. This software is available to a variety of clients, from solo practitioners to large law firms, and operates on a subscription model where users pay monthly or annually for access. Clio stands out from competitors by offering a comprehensive suite of tools that not only streamline operations but also reduce administrative tasks, ultimately supporting the growth of legal practices.

Company Stage

Series E

Total Funding

$415.8M

Headquarters

Burnaby, Canada

Founded

2008

Growth & Insights
Headcount

6 month growth

8%

1 year growth

22%

2 year growth

36%
Simplify Jobs

Simplify's Take

What believers are saying

  • Clio's leadership in AI and cloud adoption can drive significant efficiency gains for law firms, making it an attractive workplace for tech-savvy professionals.
  • The company's strong market position and continuous innovation offer employees opportunities for growth and involvement in cutting-edge projects.
  • Clio's focus on mid-sized law firms provides a stable and growing customer base, ensuring long-term business sustainability.

What critics are saying

  • The rapid pace of AI and cloud technology adoption may lead to implementation challenges and require continuous upskilling of employees.
  • Potential regulatory changes in AI and data privacy could impact Clio's operations and necessitate quick adaptations.

What makes Clio unique

  • Clio's focus on AI and cloud technology for legal practice management sets it apart from traditional legal software providers.
  • The company's strategic partnerships, such as with Foundation AI, enhance its platform's capabilities, making it a comprehensive solution for law firms.
  • Clio's investment in mid-sized law firms, a segment often overlooked by competitors, positions it uniquely in the legal tech market.

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Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs