Senior Technical Escalations Agent, Clio Work,vLex Specialization
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:
Clio is more than just a tech company. We are a global leader transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
We are currently seeking a Senior Technical Escalations Agent to join our growing Customer Support team at Clio. This role will be based in North America and will support coverage across the North American region. You will have a set schedule, with start and end times falling within regional coverage hours.
Role Overview
As a Senior Technical Escalations Agent, you will play an important role in supporting our customers and internal teams by resolving complex technical issues and acting as a bridge between Support, Customer Success, and Product. You will investigate high-impact escalations, analyze system behavior across our SaaS environment, and help identify root causes that improve product reliability and customer outcomes. You'll build strong partnerships between Product, Support, and Technical Escalations, support frontline teams, strengthen internal troubleshooting capabilities, and contribute to continuous improvement across our support processes.
This is a highly autonomous role suited to someone who enjoys deep technical troubleshooting, cross-functional collaboration, and driving clarity in fast-moving situations.
Who You Are
- An excellent contributor who takes active ownership of both personal and team goals and KPI targets
- Someone with a demonstrated ability to thrive in a high-autonomy, high-accountability environment, holding yourself and others accountable for successes and failures
- A solid team player who steps in to help wherever needed
- A great communicator who explains technical issues clearly and adapts your message for customers, support agents, and developers alike
- A natural collaborator who enjoys working across departments and builds trusted partnerships between Product, Support, and Technical Escalations
- A supportive coach and radically candid communicator who collaborates effectively with colleagues across all roles, levels, and departments
- A self-driven, growth-minded individual with a track record of taking initiative to grow your skills and learn new tech stacks
- Comfortable handling time-sensitive and emotionally charged customer escalations with confidence and empathy
- A rational and critical thinker who seeks solutions by identifying and alleviating root causes
You Should Have
- Excellent written and verbal communication skills, including the ability to document issues clearly and give concise, confident updates to customers and stakeholders
- Experience working across departments, with a desire to build high-functioning relationships and strong partnerships across Support, Customer Success, Product, and the entire business
- Demonstrated ability to provide effortless support and excellent troubleshooting for a technical SaaS product
Serious Bonus Points If You
- Have built internal tools adopted by your team
- Have expert knowledge of Clio
What You'll Be Doing
- Provide consultation to Support, Customer Success, and other team members, offering product and troubleshooting expertise to assist with resolving customer issues
- Support frontline agents in better serving clients through coaching and guidance
- Manage escalated issues from customers over phone and email, making the customer experience as effortless as possible while methodically troubleshooting their problems
- Partner closely with Product, Support, and Customer Success to improve communication around customer issues, and serve as a strong customer advocate
- Cultivate and maintain positive professional relationships with Product Managers and Developers
- During emergencies, serve as liaison between Support and Product to convey key updates
- Help make complex subjects accessible to Clio team members and customers by contributing to our knowledge base and running internal training sessions as needed
- Contribute to personal and group projects to improve delivery and processes across the department
- Other tasks and duties as assigned by Customer Support leadership
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 to be in office minimum twice per week. (Find your Hub)
- 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
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.