Recruiter / Client Service Representative

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.

We are currently seeking a new Customer Onboarding Specialist Draft to join our team.

Acquired by Clio in 2021 Clio Draft is a SaaS platform focused on increasing convenient access to legal services with technology. Our platform solves a fundamental gap in the current legal automation market by making it easy to incorporate programmable documents into digital legal workflows. Our tools are being used to help people more conveniently access their rights and legal protections and our team is growing quickly.

You are excited about technology and the impact that it can have to transform the legal experience for all. You have a customer-first mindset and a demonstrated ability to provide excellent customer service in even the most difficult situations. You have legal training and are able to understand and communicate the nuances of different legal work flows. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You and the Customer
Become a Clio Draft expert by mastering the art of building templates that incorporate fields and data in other Clio products to increase efficiency for customers and understand Court Forms and how to maximize customer data usage with these standardized forms;
Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Draft and Clios suite of products;
Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs;
Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions;
Identify what would indicate a customers first value and drive towards achieving it;
Take complete responsibility for your ownership window as part of a customers entire Clio Draft lifecycle including setting customers up successfully for post-ownership window;
Break down complex concepts into smaller more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;
Own customer account health with Clios suite of products mitigating risk through proactive churn prevention;
Become a voice for the customers by internally advocating for features and process to improve the customer experience;
Manage difficult customer escalations and asks for help in unique and new cases;
Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
Partner with other members of the Customer Enablement and Technical Escalations teams to develop processes around the design development extraction and training activities;
Identify process improvement initiatives and bring those to leadership/the greater team;

Be confident articulate and sensitive to the needs of customers and internal partners;
Contribute regularly to our customer-facing knowledge base Help Center;
1 years of legal experience at a paralegal or higher level;

• A demonstrated understanding of the legal industry and the needs of legal professionals;
• A commitment to customer service and stewardship with the ability to connect with all types of people;
• Tech-savviness and ability to learn new software and systems.
• Self-motivated and flexible with experience in a fast-paced environment including managing multiple projects and competing priorities;
• Adaptable: willing to adopt new procedures methods or softwares on short notice;
• 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.

Competitive equitable salary with top-tier health benefits dental and vision insurance

• Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto Dublin and Sydney) to be in office min. Flexible time off policy with an encouraged 20 days off per year.
• $The expected salary range* for this role is $70200 to $82600 to $95000 CAD. There are a separate set of salary bands for other regions based on local currency.

*The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
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. Clio provides accessibility accommodations during the recruitment process. Learn more about our culture at a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency.