Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
CT
Hybrid Senior Customer Support Specialist
Posted 2 days ago
About the role
- Senior Customer Support Specialist providing expert guidance for Clio's legal AI technology products. Handling customer inquiries and mentoring team members in a hybrid work environment.
Responsibilities
- Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance;
- Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;
- Providing support on high-priority interactions, including escalated issues and requests from high-value customers.
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds;
- Serving as a coach and mentor to other team members, helping them master the products and better serve our customers;
- Providing consultation to Support team members, offering product expertise to assist in resolving customer issues.
- Promoting self-help resources and driving client engagement;
- Making proactive recommendations of additional Clio products that could benefit the customer;
- Capture product feedback and stay updated on new releases to maintain expertise, including developments in AI capabilities and features;
- Contributing to projects that enhance processes, service delivery, and team culture. Partner with members of Support Leadership, Enablement, and Technical Escation teams to develop knowledge resources and training activities for new AI tools.
Requirements
- A strong customer focus and are eager to help customers succeed;
- Experience in Legal or other professional service industries;
- Experience with web-based/SaaS applications;
- You are familiar with Salesforce or similar CRM software;
- You are proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto) 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
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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