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're looking for an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate.
Operate is our enterprise platform that helps large law firms and in-house legal teams manage complex matters and automate their workflows.You'll be the first point of contact for our enterprise customers across APAC, helping them get the most out of a platform their teams rely on every day.
You'll work closely with our second-line support, product and engineering teams to resolve issues quickly and keep customers informed.
You'll also help shape how our service desk runs as we grow.What You'll Be Doing Customer Engagement Build and maintain strong, trusted relationships with enterprise customers, providing a consistently high level of support and serviceMake sure customers get timely responses and clear, proactive updates on their ticketsCommunicate technical information clearly and confidently to users at every level, from end users to IT and practice leadersManage customer expectations with empathy, especially when issues are complex or time-sensitive Product Knowledge Build a deep understanding of Clio Operate and how our customers use it in their day-to-day workProvide first-line triage for issues, quickly working out what's happening and what the customer needsMaintain a high first-fix rate by resolving tickets at the first point of contact, without escalating to second-line supportUse your product knowledge to deliver effective solutions and reduce unnecessary escalationsStay up to date with current features and releases so you can guide customers through changes Service Desk Operations Act as the first point of contact for support requests from new and existing customers, providing prompt and professional helpTriage and analyse incoming tickets, and escalate to second-line support or development when needed, with clear,



well-documented detailHelp prioritise tickets within the service desk so issues are handled in order of importance and urgencyMeet agreed service levels and response timesKeep accurate, detailed records of every customer interaction in our ticketing system Service Desk Best Practice and Continuous Improvement Contribute to developing service desk best practices and processesSuggest new ideas for process improvements, and make sure they're raised and actioned with the right peopleAnalyse ticket trends to spot recurring issues, knowledge gaps and training opportunitiesCreate and maintain knowledge base articles and internal documentation so customers and colleagues can find answers fasterShare customer feedback and insights with our product and engineering teams to help improve OperateWhat You Bring2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software productStrong troubleshooting skills, and the curiosity to dig into an issue until you understand the root causeExcellent written and verbal communication skills, with the ability to explain technical concepts in plain languageExperience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service ManagementA customer-first mindset, with the patience and professionalism to handle complex or high-pressure situationsStrong organisational skills and the ability to manage and prioritise multiple tickets at onceA team-player attitude and a genuine interest in improving how things are doneNice to HaveExperience supporting enterprise customers or large, complex software deploymentsFamiliarity with ITIL or service desk frameworksTechnical skills such as reading logs, basic SQL, or understanding APIs and integrationsExperience in or exposure to legal technology, professional services or law firmsExperience with workflow,



case management or document management platformsWhat 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 (exclusive of superannuation) with top-tier health benefitsHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.Exclusive of superannuationClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsThe expected salary range for this role is $77,800 to $105,200 AUD.
Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow.
Final offer amounts will vary based on candidate profile.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 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 email addresses.

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