Intermediate Customer Support Specialist (Legal/Accounting)

TL;DR

Intermediate Customer Support Specialist (Legal/Accounting): Providing technical and functional support for legal AI software with an accent on complex troubleshooting and client education. Focus on resolving high-level customer issues, mentoring new team members, and driving product adoption within the legal and accounting domains.

Location: Hybrid; must be based in Burnaby, Calgary, or Toronto

Salary: $62,100 – $83,900 CAD

Company

Global leader in legal AI technology empowering legal professionals and law firms to work more efficiently.

What you will do

• Handle inbound requests via phone, chat, and email while maintaining high customer satisfaction scores.
• Resolve complex product issues in collaboration with Technical Escalations and Product teams.
• Mentor newer team members, helping them navigate onboarding and build product confidence.
• Promote self-help resources and proactively recommend additional products to customers.
• Capture product feedback and stay updated on new AI capabilities and feature releases.

Requirements

• Experience in a customer-facing support role, preferably within a SaaS or tech environment.
• Proficiency with Salesforce or similar CRM software.
• Strong communication skills and the ability to translate complex workflows into easy-to-understand solutions.
• Must be based in Canada (Burnaby, Calgary, or Toronto) to meet hybrid office requirements (min. 2 days/week).

Nice to have

• Background in the legal industry, including law firms or legal tech organizations.
• Experience in bookkeeping, accounting, or FinTech (Trust Accounting/IOLTA knowledge is a plus).
• Technical skills such as API usage, Postman, SQL, Python, or HTML.
• Prior experience in leadership, research, or tutoring.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Flexible time off policy with an encouraged 20 days off per year.
• RRSP matching and RESP contribution.
• $2,000 annual counseling benefit.
• Hybrid work environment with flexibility in shift start/end times.