Senior Technical Escalations & Support Specialist

Senior Technical Escalations & Support Specialist

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 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 help resolve customer issues.
• Serve as a coach to help our support agents better serve our clients.
• Manage escalated issues from customers over phone and email, ensuring the customer experience is effortless while methodically troubleshooting problems.
• Support and improve communication between Customer Success and Product, serving as a strong customer advocate.