Customer Support Specialist (New Grads)

TL;DR

Customer Support Specialist (New Grads) (Legal AI): Handling inbound support requests by phone, chat, and email for legal professionals using hirify.global's AI-powered platform with an accent on troubleshooting product issues and delivering exceptional customer experiences. Focus on becoming a product expert, educating customers on features, capturing feedback, and identifying upsell opportunities.

Location: Hybrid in Burnaby office (Vancouver area), with additional offices in Vancouver, Calgary, Toronto (Canada), Dublin (Ireland), and Sydney (Australia); expectation for local candidates to be in office minimum twice per week. Flex shifts within 90-minute window, mostly core MT business hours PT, occasionally 6am-12am PT.

Salary: $56,000 CAD base pay (new hire level; varies by experience, skills, and region)

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter with secure tools.

What you will do

• Handle inbound support requests via phone (majority), AI-enabled chat, and email, delivering exceptional experiences to legal professionals.
• Diagnose, troubleshoot, and resolve product issues as a trusted advisor, coaching customers to leverage hirify.global efficiently.
• Identify upsell opportunities and connect customers to relevant teams.
• Capture and share customer feedback with Product teams.
• Drive personal career growth and contribute to team culture of high performance and accountability.

Requirements

• Bachelor’s degree/diploma or final semester student (grad by May 2026) or recent grad (past 2 years)
• Background in Computer Science, Business, Communications or related fields with transferable skills (problem-solving, communication, technical aptitude).
• Excellent analytical skills and verbal/written communication to explain technical concepts to non-technical users.
• Curiosity about law, tech, AI, and using technology to solve problems.
• Growth mindset, optimism, enthusiasm, and desire to win as part of a high-performing team.

Nice to have

• Technical/science/accounting major or legal industry experience.
• Skills in APIs, Postman, R, Python, HTML, Ruby, SQL.
• Prior customer service, research, tutoring, or leadership experience.

Culture & Benefits

• Structured product training, 1:1 coaching, development opportunities, and paths to other roles after 12-24 months.
• Competitive salary, top-tier health/dental/vision benefits, RRSP matching, RESP contributions.
• Hybrid work with office expectation twice/week for locals; flexible time off (encouraged 20 days/year).
• $2000 annual counseling benefit; hirify.globalversary recognition at milestones.
• Human and high-performing culture focused on growth, empowerment, accountability.