Enterprise Customer Support Specialist

Clio - Cloud-Based Legal Technology

. Handle a high volume of inbound requests by phone, chat, and email, primarily from Clio's Enterprise customers .

Posted 9/29/2026full-timeToronto • CanadaJuniorMid-Level💰 CA$56,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support for Enterprise-tier accounts, with strong analytical and communication skills to convey technical concepts effectively. Proficient in problem-solving and managing multiple tasks while maintaining a proactive and solution-oriented approach.

Highest-signal resume keywords

Customer Support ExperienceTechnical Support SkillsAnalytical SkillsCommunication SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

APIsIntegrationsRPythonHTMLRubySQLTechnical TroubleshootingCustomer Interaction RecordsLegal Technology

Soft Skills

Proactive MindsetDetail-OrientedOrganizational SkillsCuriosityAbility to Navigate Ambiguity

Tools & Technologies

PostmanClio ProductsVLex LibraryVincent

Industry Keywords

Enterprise AccountsB2B SaaSLegal IndustryJustice SystemCustomer Success

Tech Stack

Tools & technologies

PythonRubySQL

About the role

Key responsibilities & impact

Handle a high volume of inbound requests by phone, chat, and email, primarily from Clio's Enterprise customers
Advocate for Clio's value and become a product expert in Enterprise-tier configurations, integrations, and workflows, specializing in vLex Library and Vincent
Diagnose, troubleshoot, and reproduce technical product issues
Coordinate resolutions with Technical Escalations, Product, and Customer Success teams
Serve as a trusted advisor to Enterprise firm admins, IT leads, and senior stakeholders
Provide solutions and coaching to help customers use Clio products efficiently
Answer questions, provide advice, and proactively solve customers' next challenges
Identify opportunities for additional products or services and connect customers with the appropriate team
Capture customer feedback and identify patterns specific to Enterprise accounts
Maintain detailed and accurate customer interaction records
Contribute to personal and group projects that improve service delivery, department processes, and customer experience
Work a scheduled 5-day week including Saturday and Sunday, with two weekdays off in lieu
Work fixed start and end times, with shifts subject to periodic business-needs changes

Requirements

What you’ll need

2+ years of experience in a customer support, technical support, or customer success role, ideally supporting complex or enterprise-tier accounts
Bachelor's degree or diploma, or equivalent experience in a customer-facing technical support capacity
Excellent analytical skills and impeccable verbal and written communication skills
Ability to convey complicated technical concepts to non-technical audiences, including senior stakeholders
Strong problem-solving skills and ability to learn new products or processes quickly
Comfort navigating ambiguity, escalations, and higher-stakes conversations
Proactive and solution-oriented mindset
Ability to work independently, manage multiple tasks and projects to deadline, and remain detail-oriented and organized under high volume
Curiosity about law, technology, and AI, with interest in helping people solve problems
Experience in the legal industry and/or knowledge of the justice system is a bonus
Experience with legal technology or research solutions is a bonus
Experience supporting enterprise or mid-market B2B SaaS accounts is a bonus
Experience using APIs, building integrations, and knowledge of Postman is a bonus
Skills in R, Python, HTML, Ruby, SQL, etc. are a bonus
Experience building trust with decision-makers or senior stakeholders is a bonus
Experience providing exceptional customer service is a bonus

Benefits

Comp & perks

Competitive, equitable salary
Top-tier health benefits, dental, and vision insurance
Hybrid work environment
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
Accessibility accommodations during the recruitment process