Customer Support Specialist (Legaltech)

TL;DR

Customer Support Specialist (Legaltech): Providing technical assistance and product guidance to legal professionals using AI-powered software with an accent on troubleshooting, product adoption, and customer experience. Focus on diagnosing technical issues, educating users on feature adoption, and bridging the gap between customer feedback and product development.

Location: Hybrid; must be based in or near Vancouver, Calgary, or Burnaby (Canada) with a requirement to be in the office at least twice per week.

Salary: $56,000 CAD

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals to work smarter and increasing access to justice.

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.
• Serve as a trusted advisor, providing coaching that enables customers to leverage hirify.global efficiently.
• Identify opportunities for additional products or services and connect customers with the appropriate teams.
• Capture and communicate customer feedback to the Product teams to drive improvements.
• Contribute to a high-performing team culture focused on growth and accountability.

Requirements

• Bachelor’s degree or diploma (completed within the past 2 years or expected by May 2026).
• Educational background in Computer Science, Business, Communications, or related fields.
• Excellent analytical skills and impeccable verbal and written communication.
• Curiosity about law, technology, and AI.
• Must be based in or near Vancouver, Calgary, or Burnaby to support hybrid office attendance.

Nice to have

• Major or minor in technical fields, hard sciences, or accounting.
• Knowledge of the justice system or experience in the legal industry.
• Technical skills in APIs, Postman, R, Python, HTML, Ruby, or SQL.
• Prior experience in research, tutoring, leadership, or professional customer service.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a flex shift model for start and end times.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2,000 annual counseling benefit.
• RRSP matching and RESP contributions.
• Structured product training, 1:1 coaching, and internal career growth opportunities.