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About the Role
Clio is seeking a Senior AI Builder & Analyst to support the Customer Support organization. This role focuses on building and refining AI-assisted tools and workflows to enhance efficiency and effectiveness within the support functions.
Responsibilities
- Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management.
- Owning the technical build, including prompt design, workflow logic, integration with the existing stack, and ongoing tuning.
- Partnering with leaders across Support, TechEsc, CSOps, and WFM to identify opportunities for AI tooling and prioritize development.
- Optimizing and maintaining AI-assisted QA tooling to analyze conversation and case data for quality and DSAT drivers.
- Designing dashboards and reporting to make quality trends visible to frontline leaders.
- Building and automating reporting on core Support metrics, translating data into actionable recommendations for leadership.
- Partnering with People/TAcq, Finance, and Product to align built tools with business growth and workforce planning needs.
Requirements
- 4+ years of experience working in a contact center or SaaS support environment.
- Hands-on experience building AI-assisted workflows or tools (prompt engineering, agentic workflows, AI QA scoring, or similar).
- Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets).
- Comfort with SQL or a willingness to learn quickly.
- Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact).
- Proven ability to translate complex, technical work into actionable insights for non-technical stakeholders.
- Bias for action and comfort operating without extensive structure.
Skills
- AI-assisted tools
- AI workflows
- Prompt engineering
- Agentic workflows
- AI QA scoring
- Reporting
- Data visualization
- Looker
- Salesforce
- Excel
- Google Sheets
- SQL
- WFM metrics
- QA metrics
- SLA
- AHT
- Shrinkage
- Occupancy
- Utilization
- DSAT
- Repeat contact
Location
- Burnaby
- Calgary
- Toronto
Work Type
- Hybrid
Experience Level
- Senior
Salary/Compensations
- $108,000 to $146,200 CAD
Benefits
- Competitive, equitable salary
- Top-tier health benefits
- Dental insurance
- Vision insurance
- Flexible time off policy (encouraged 20 days/year)
- $2000 annual counseling benefit
- RRSP matching
- RESP contribution
- Clioversary recognition program
About the Company
- Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
- We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
- We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.
Equal Opportunity
- We are dedicated to diversity, equity and inclusion.
- We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation.
- We are committed to equal employment and we encourage candidates from all backgrounds to apply.
- Clio provides accessibility accommodations during the recruitment process.