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 a Senior Technical Escalations Agent to join our APAC Customer Support team as our first team member in the region. This hybrid role is based in our Sydney CBD office (2 days per week).
What you'll be doing:
Provide consultation to Support, Customer Success team members and beyond, offering product and troubleshooting expertise to assist them with resolving customer issues;
Serve as a coach to help our support agents better serve our clients;
Manage escalated issues from customers over phone and email with an eye to making the customer experience as effortless as possible while methodically troubleshooting their problems.
Support and improve communication between the Customer Success and Product organisations in regards to 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.
Assist in ensuring complex subjects are accessible to other Clio team members, as well as customers, by adding to our knowledge base, and running training sessions internally as needed.
Contribute to personal and group projects to improve delivery and processes across the department.
Other tasks and duties assigned by Customer Support leadership, as required.
Who you are:
An excellent contributor who takes active ownership of both personal and team goals & KPI targets
Someone with a demonstrated ability to thrive in a high autonomy, high accountability environment. You’re always one to hold yourself and others accountable for successes and failures.
A solid team team player who will always step in to help out wherever it’s needed, even if that’s not covered in this job description
A committed coach & radically candid communicator who can collaborate effectively with Clions in all roles, levels, and departments
A self-driven growth-minded individual with a demonstrated 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 to problems by seeking and alleviating root causes;
An empathetic and humble team player who leads by example
You should have:
Experience with backend monitoring, observability, and diagnostics tools such as ELK or OpenSearch logs, BugSnag and DataDog
Strong experience troubleshooting API.
Proficiency in one or more programming languages (e.g., Python, Ruby) to troubleshoot application logic and review code
Experience with building web applications
Experience troubleshooting Microsoft products and working with M365 Admin
Strong communication skills and the desire to build high functioning relationships across Support, Customer Success, and the entire business;
Demonstrated ability to provide effortless support & excellent troubleshooting for a technical Saas product.
Launched code changes in your product or bug fixes
Built internal tools adopted by your team
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 (exclusive of superannuation) with top-tier health benefits
Hybrid 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 superannuation
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
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.
