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Added 8 mins ago
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2027 Data Analytics & AltaGas - 2027 Process Automation Co-op Student
EEONLINE
AB · Alberta, Canada
- Volunteer
At AltaGas, data plays a critical role in supporting project delivery, operational performance, and business decision-making. As a Data Analytics & Process Automation Co-op Student, you'll…
Added 8 mins ago
MS
Senior Director Business Development
Metro Supply Chain
Mississauga, ON
- Full-time
Metro Supply Chain is seeking a results-driven Senior Director, Business Development to accelerate growth across North America. This is a highly strategic, customer-facing leadership role…
Added 11 mins ago
ST
Consultant, Learning Change and Wellness (Temp FT - 18 months)
St Thomas Elgin General Hospital
St. Thomas, ON
- $57.09 to $66.8 CAD / hour
- Full-time
- Temporary
Bachelor’s degree in Business Administration, Psychology, Social Work, Organizational Development, or Adult Education.
Added 11 mins ago
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Senior Advisor, Business strategies
Desjardins
Levis, QC · Montreal, QC
- Full-time
As a senior business strategy advisor, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service…
Added 11 mins ago
C
Consultant, Full Stack Developer
CIBC
Toronto, ON
- Full-time
…all technologies and platforms. The Consultant, Full Stack Developer provides technical leadership to development, is responsible for technical design and development of applications using…
Added 11 mins ago
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Client Service Representative [Hourly]
CIBC
Toronto, ON
- Part-time
As a member of the Personal and Business Banking Team, you’ll work in a fast-paced Banking Center and use your knowledge of financial services products to help clients with their day-to-day…
Added 11 mins ago
C
Administrative Assistant
CIBC
Nanaimo, BC
- Full-time
…This position is a great opportunity to learn the investment business in a professional, dynamic work environment with one of Canada's leading…
Added 11 mins ago
C
Associate, Commercial Banking
CIBC
Burlington, ON · Hamilton, ON
- Full-time
…companies. You will be committed to delivering on flexible business solutions, dedicated business expertise and timely business advice to help clients realize their…
Added 11 mins ago
SC
Wireless Sales Consultant
Staples Canada
Calgary, AB
- Full-time
…self-development and interact with the larger store team and other business units to share your expertise. Primarily a sales position, you help our consumers and business customers achieve…
Added 11 mins ago
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Manager, Expatriate Tax Services
BDO
Montreal, QC
- Full-time
Assist with business development initiatives, proposals, and client presentations to support the continued growth of the practice
Added 11 mins ago
B
Senior Manager, Expatriate Tax Services
BDO
Montreal, QC
- Full-time
Explore future business opportunities with partners across Canada with respect to their clients
Added 11 mins ago
B
Facility Manager III - Future Opportunities
BGIS
Vancouver, BC
- Full-time
Builds strong relationships with end users and is a trusted partner with the assigned line of business/client.
Added 11 mins ago
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General Manager
BGIS
Toronto, ON
- Full-time
…client accounts. This position owns the client relationship, business performance, profitability, service delivery, and growth strategy, ensuring exceptional outcomes for both the client…
Added 11 mins ago
Development Engineering Manager
BWXT
Ottawa, ON
…of skills to support our work in the markets that drive our business and welcome candidates from all backgrounds and life stages who are passionate about making a…
Added 27 mins ago
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VIP Team Manager | Betty CA
Betty
Toronto, ON
- $110,000 to $140,000 CAD / year
…the Account Management team and the overall health of the VIP…
Added 27 mins ago
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Millwright - Edson
Weyerhaeuser
Edson, AB
- Full-time
…achieve excellence, and proud of what we do. With multiple business lines in locations across North America, we offer a range of exciting career opportunities for smart, talented people who…
Added 27 mins ago
Senior Manager, Deal Technology: M&A IT (Calgary)
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AB · Calgary, AB
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Added 27 mins ago
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Assistant Front Store Manager, Hourly Part Time Day Greenlight Requisition
Shoppers Drug Mart
East Gwillimbury, ON
- Part-time
Ensures staffing levels are adequate to effectively operate the business
Added 27 mins ago
SD
Front Store Manager, Salaried Full Time Flexible Shifts Greenlight Requisition
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Mississauga, ON
- Full-time
Ensures staffing levels are adequate to effectively operate the business
Added 27 mins ago
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Assistant Front Store Manager, Hourly Full Time Flexible Shifts
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Ottawa, ON
- Full-time
Ensures staffing levels are adequate to effectively operate the business
Added 27 mins ago
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Principal AI Solutions Architect, Customer Success
Genesys
AB · Toronto, ON · ON · Quebec, QC
- Full-time
The Self Service and Artificial Intelligence (SS&AI) team within Genesys Professional Services designs and delivers highly customized self-service, IVR, routing, and AI-powered virtual…
Added 27 mins ago
Installation Manager
Alstom
Toronto, ON
…system. Day-to-day, you’ll work closely with teams across the business (e.g., engineering and subcontractors), manage site activities, and ensure compliance with safety and quality…
Added 27 mins ago
Project Supply Chain Lead
Alstom
Toronto, ON
…projects. Day-to-day, you’ll work closely with teams across the business (Engineering, Procurement, Finance, Installation, and Project Managers), and ensure quality, cost, and delivery…
Added 27 mins ago
LC
Uniformed Asset Protection Personnel
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Lower Sackville, NS
- Part-time
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to…
Added 27 mins ago
LC
Uniformed Asset Protection Personnel
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St. John's, NL
- Part-time
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Clio

Intermediate Customer Support Specialist

Toronto, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Oct 21, 2026
Posting language: English
Posted: Oct 7, 2026

Original job description

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

The expected salary range for this role is $62,100 to $83,900 CAD. 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 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.

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More about this job

Responsibilities

The specialist will provide reliable technical support for the Clio Operate platform by resolving incoming tickets and ensuring adherence to service level agreements. They will also focus on continuous process improvement by analyzing ticket trends to streamline workflows and enhance the customer experience.

Requirements

Candidates should possess a bachelor's degree or diploma in a relevant field such as Computer Science or Business, along with strong communication and problem-solving skills. Previous experience in a customer-facing technical support role and familiarity with cloud-based software or Azure are highly beneficial.

Skills

Customer support
Technical support
SaaS
Ticket resolution
Triage
Communication
Problem-solving
Cloud-based software
Azure
Microsoft SQL
Service level agreements
Process improvement
Data analysis
Relationship management
Technical aptitude

Benefits

Health insurance
Dental insurance
Vision insurance
Flexible time off
Counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program

Visa sponsorship

Not detected in the job text

Keywords

Clio Operate
ShareDo
SaaS
Legal AI
Technical Support
Customer Support
Service Desk
SLA
Azure
Microsoft SQL
Ticket Triage
Cloud-based software
Process Improvement
Data Analysis
Legal Technology
Troubleshooting
Communication
Problem-solving
Customer Engagement
Reporting

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