Customer Support Specialist, Enterprise

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're looking for an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate. Operate is our enterprise platform that helps large law firms and in-house legal teams manage complex matters and automate their workflows. You'll be the first point of contact for our enterprise customers across APAC, helping them get the most out of a platform their teams rely on every day. You'll work closely with our second-line support, product and engineering teams to resolve issues quickly and keep customers informed. You'll also help shape how our service desk runs as we grow.

Customer Engagement Build and maintain strong, trusted relationships with enterprise customers, providing a consistently high level of support and service Make sure customers get timely responses and clear, proactive updates on their tickets Communicate technical information clearly and confidently to users at every level, from end users to IT and practice leaders Manage customer expectations with empathy, especially when issues are complex or time-sensitive Product Knowledge Build a deep understanding of Clio Operate and how our customers use it in their day-to-day work Provide first-line triage for issues, quickly working out what's happening and what the customer needs Maintain a high first-fix rate by resolving tickets at the first point of contact, without escalating to second-line support Use your product knowledge to deliver effective solutions and reduce unnecessary escalations Stay up to date with new features and releases so you can guide customers through changes Service Desk Operations Act as the first point of contact for support requests from new and existing customers, providing prompt and professional help Triage and analyse incoming tickets, and escalate to second-line support or development when needed, with clear, well-documented detail Help prioritise tickets within the service desk so issues are handled in order of importance and urgency Meet agreed service levels and response times Keep accurate, detailed records of every customer interaction in our ticketing system Service Desk Best Practice and Continuous Improvement Contribute to developing service desk best practices and processes Suggest new ideas for process improvements, and make sure they're raised and actioned with the right people Analyse ticket trends to spot recurring issues, knowledge gaps and training opportunities Create and maintain knowledge base articles and internal documentation so customers and colleagues can find answers faster Share customer feedback and insights with our product and engineering teams to help improve Operate What You Bring 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations Strong organisational skills and the ability to manage and prioritise multiple tickets at once A team-player attitude and a genuine interest in improving how things are done Nice to Have Experience supporting enterprise customers or large, complex software deployments Familiarity with ITIL or service desk frameworks Technical skills such as reading logs, basic SQL, or understanding