Senior AI Builder and Analyst (Customer Support)

• We are currently seeking a Senior AI Builder & Analyst to support our Customer Support organization
• Customer Support, spanning Core Support, Technical Escalations, and Workforce Management, makes sure our people, tools, and processes are lined up to meet our customers where they are
• As Clio moves further into an AI-first operating model, this role is where that shift is built: the tools, workflows, and collaboration that let a lean team see further and move faster across every function in Support
• This is a builder’s role first. You’re not just analyzing how AI could help; you’re the one building and honing the tools that make it real, then handing off something the team can run
• Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management, closing the gap between “AI could help here” and a tool the team actually uses
• Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning as needs change
• Partnering directly with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process, and prioritizing accordingly; identifying where AI tooling should go next
• Optimizing and maintaining the AI-assisted QA tooling that turns conversation and case data into clear signal on quality and DSAT drivers, working closely with the QA program owner
• Designing dashboards and reporting that make quality trends visible to frontline leaders, not just to Support leadership
• Building and automating reporting on core Support metrics (SLA, occupancy, utilization, shrinkage, repeat contact) wherever a built tool beats a manual process, translating the data into recommendations leadership can act on
• Partnering with People/TAcq, Finance, and Product to keep the tools you build aligned to business growth and workforce planning needs

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions- 4+ years of experience working in a contact center or SaaS support environment
• A bias for action and comfort operating without a lot of structure, this role is being built as the team’s scope evolves, not stepping into something fully mapped out
• Hands-on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar
• A track record of translating complex, technical work into something a non-technical stakeholder can act on
• Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or a willingness to get there fast
• Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact) and what actually moves them
• Experience with Talkdesk, Service Cloud, or a comparable contact center platform
• Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment