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Salary: USD 80,400 - 108,800 / annual
Clio, a global leader in legal AI technology, is building a new Customer Success team to support and implement its Voice & Messaging pillar—a unified communications initiative bringing voice, messaging, and email into a single experience across the Clio product suite.
In this role, you will provide remote support and implementation for Clio's cloud communications platform, serving law firms of all sizes. You'll handle VoIP/SIP troubleshooting (registration failures, audio issues, call quality), configure call flows (forwarding, auto-attendants, ring groups, voicemail), manage provisioning and device setup (desk phones, softphones, MAC registration), and oversee number porting and messaging compliance (10DLC registration, caller ID assignment). You'll onboard new firms, migrate them from legacy systems, and train customers on platform use.
Key responsibilities include diagnosing issues remotely and coordinating with customers' IT teams or MSPs for physical infrastructure; documenting fixes into the knowledge base; processing account pre-configurations for new Grow/Manage accounts; handling Local Services Ads (LSA) applications; coaching team members on best practices; and managing escalations with minimal supervisor support. You'll work in a fast-paced, evolving environment where scope will expand over time.
You should have strong VoIP/SIP fundamentals (registration, RTP audio paths, NAT/firewall traversal, SIP ALG, codecs), networking literacy (routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics), PBX/telephony configuration experience, and familiarity with desk phone and softphone provisioning (Yealink/Polycom). You'll need excellent customer-facing troubleshooting skills, comfort troubleshooting live on calls, strong organizational abilities to juggle multiple tickets, and composure under pressure. Bonus qualifications include MSP/VoIP/telecom help-desk background, log/packet-capture reading, light scripting, Kazoo PBX experience, or legal industry knowledge. 2+ years in Customer Success, Support, or Professional Services in a customer-facing role is preferred.
