Customer Support Specialist (Legal AI)

TL;DR

Customer Support Specialist (Legal AI): Providing technical support and troubleshooting for legal professionals using AI-powered software with an accent on product adoption and seamless user experience. Focus on diagnosing complex product issues, coaching customers on software efficiency, and relaying critical feedback to product teams.

Location: Hybrid (Burnaby office). Local employees in Vancouver, Calgary, Toronto, Dublin, or Sydney are expected to be in the office at least twice per week.

Salary: $56,000 CAD (New hire base pay)

Company

Global leader in legal AI technology dedicated to transforming the legal experience 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.
• Diagnose, troubleshoot, and resolve technical product issues as a subject matter expert.
• Act as a trusted advisor, providing coaching to help legal professionals leverage hirify.global more efficiently.
• Identify product fit for additional services and connect customers with appropriate internal teams.
• Capture and synthesize customer feedback for the Product teams to drive software improvements.
• Collaborate in a high-performance environment focused on continuous professional growth.

Requirements

• Bachelor’s degree or diploma (recent graduates within 2 years or final semester students graduating by May 2026).
• Educational background in Computer Science, Business, Communications, or related fields.
• Must be based in or near the Burnaby office to fulfill hybrid attendance requirements.
• Impeccable verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving aptitude.
• Genuine interest in law, technology, and AI.

Nice to have

• Majors or minors in technical fields, hard sciences, or accounting.
• Prior experience in the legal industry or knowledge of the justice system.
• Technical proficiency with APIs, Postman, R, Python, HTML, Ruby, or SQL.
• Experience in tutoring, research, or leadership roles.
• Proven track record in customer service, including multi-tasking and issue resolution.

Culture & Benefits

• Hybrid work environment with flexible shift models.
• Comprehensive health, dental, and vision insurance.
• Flexible time off policy with an encouraged 20 days off per year.
• $2,000 annual counseling benefit.
• RRSP matching and RESP contributions.
• Long-term tenure recognition through the hirify.globalversary program.