Posted:
3/4/2026, 4:08:26 PM
Location(s):
Sydney, New South Wales, Australia ⋅ New South Wales, Australia
Experience Level(s):
Mid Level
Field(s):
Customer Success & Support
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 looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who are committed to delivering an exceptional support experience to customers around the globe while working at the cutting edge of legal technology. This role will be based in our Sydney Hub (CBD), with an expectation to work from the office two days per week.
As a Customer Support Specialist for Clio Operate (formerly known as ShareDo), you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform. Your primary responsibilities will include reviewing and resolving incoming support tickets, ensuring issues are addressed within agreed Service Level Agreements (SLAs), and collaborating with internal teams to deliver timely and accurate resolutions. You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating more complex problems where required.
Build and maintain strong relationships with customers while delivering a high level of support and service.
Maintain clear, proactive communication to ensure customers receive timely responses and updates on tickets.
Develop a strong understanding of the Clio Operate (ShareDo) platform to effectively triage and resolve support issues.
Manage customer expectations and aim to resolve issues at first contact, maintaining a strong “first fix” ratio.
Contribute ideas and experience to improve service desk processes and best practices.
Support ticket analysis and knowledge sharing to strengthen capability across the team.
Prioritise and manage tickets within the Service Desk based on urgency and impact.
Act as the first point of contact for support requests from new and existing customers.
Perform initial ticket triage, investigate issues, and escalate to development teams when required.
Monitor progress on bug fixes and keep customers informed of updates.
Work within agreed Service Level Agreements (SLAs) to ensure timely responses and resolutions.
Proactively monitor support dashboards and raise tickets on behalf of customers where appropriate.
Assist in compiling monthly reports on Service Desk performance and ticket resolution.
3+ years’ experience in a technical support, service desk, or application support role within a SaaS or software environment.
A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.
Exemplary communication skills across both written and verbal interactions.
Prior experience of working with cloud-based software or Azure hosted applications.
Working knowledge of Microsoft SQL could be an advantage.
Although not essential, previous experience of working within the legal industry could be beneficial.
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.
Website: https://pointnine.com/
Headquarter Location: Berlin, Berlin, Germany
Employee Count: 11-50
Year Founded: 2009
Industries: Marketplace ⋅ SaaS ⋅ Venture Capital