Customer Support Specialist (Legal AI)

TL;DR

Customer Support Specialist (Legal AI): Providing technical support and product guidance to legal professionals using AI-powered software with an accent on troubleshooting, product adoption, and customer experience. Focus on diagnosing product issues, resolving technical queries, and bridging the gap between users and product teams.

Location: Must be based in Burnaby or Calgary (Hybrid: minimum 2 days per week in office)

Salary: $56,000 CAD

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter, faster, and more securely.

What you will do

• Handle inbound support requests via phone, AI-enabled chat, and email to deliver exceptional customer experiences.
• Act as a product expert to diagnose, troubleshoot, and resolve technical product issues effectively.
• Serve as a trusted advisor, coaching customers to leverage the platform for maximum efficiency.
• Identify opportunities for additional products or services and connect customers with appropriate teams.
• Capture and communicate customer feedback to the Product teams to drive improvement.

Requirements

• Bachelor’s degree or diploma (or final semester with expected graduation within a month).
• Educational background in Computer Science, Business, Communications, or related fields.
• Impeccable verbal and written communication skills for conveying technical concepts to non-technical audiences.
• Strong analytical skills and a growth mindset.
• Must be based in Burnaby or Calgary to meet hybrid office attendance requirements.

Nice to have

• Technical, hard science, or accounting major/minor.
• Experience in the legal industry or knowledge of the justice system.
• Experience using APIs, building integrations, and knowledge of Postman.
• Skills in SQL, Python, R, HTML, or Ruby.
• Prior research, tutoring, or leadership experience.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with local office expectations.
• Flexible time off policy (encouraged 20 days per year).
• $2,000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program for long-term tenure.