Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking a Customer Support Workforce Analyst to join our Support Team in Burnaby or Toronto, or remotely across Canada (excluding Québec).

What your team does:

This team is high energy and fun, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on increasing customer health. Our team members are smart, engaged and driven. We are looking to create a unique contact center culture built on empowerment and accountability where we hire great people and get out of their way.

What you'll work on:

• Creating accurate volume, workload, and staffing forecasts.
• Using historical data and business forecasts to build and maintain an agile/adaptive resourcing model.
• Building, maintaining, and proactively adjusting the Support Schedule to optimize scheduled support coverage to enable the team to hit our SLA targets while maintaining sustainable workloads.
• Monitoring inbound Support queues in real time and making reactive adjustments to the schedule and channel coverage to ensure timely responses to customer requests.
• Improving scheduling processes to strike the optimal balance of scheduling structure & autonomy, so that we can maximize our ability to perform efficiently while also improving team morale & perception of workload.
• Creating & monitoring feedback loops to coach the team to individually & collectively take ownership of our goals & work cohesively to hit them, while also ensuring that we maximize the team’s ability to participate in important development & social activities.
• Completing a needs assessment for WFM software or automations within our current tech stack, followed by scoping, implementing, and administering any new platforms or apps.
• Assisting & leading small projects in the CX department as is appropriate, such as assisting with compiling SLA and Agent metrics, compiling Support case management data.

What you may have:

• Experience in WFM in a contact center environment 
• Experience using WFM software and/or Looker
• Aptitude for coding (either coding in Excel, or a development background)
• A healthy obsession for customers and an incessant drive to innovate
• Excellent communication and leadership skills
• A demonstrated ability to work effectively in a high performing team
• High organizational skills with the ability to catalog information, extract insights from data, and streamline processes
• An impeccable attention to detail, and accurately follow procedures
• Ability to easily balance exceptional accuracy and timely delivery; that is, the ability to work effectively and with a sense of urgency with minimum supervision
• Familiarity with Google suite and advanced knowledge of spreadsheets like Google Sheets or Excel (formulas, pivot tables, and charts)

Serious bonus points if you have:

• Familiarity with our main support platforms: Zendesk and Talkdesk
• A proven track record in a dynamic startup environment
• Experience in legal or SaaS industries

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

About Clio

At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system. 

We are an award-winning team that has been recognized as one of Canada’s Best Managed Companies, Canada’s Most Admired Cultures and has topped Fast Company’s list of Most Innovative Companies.  In line with our mission, we’ve been up to some big things, including becoming a multi-product company, launching a $1 million COVID-19 Legal Relief Initiative, and most recently, securing a  US$110M Series E funding round and a USD $1.6B valuation.

This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning. If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.