SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 80,400 - 108,800 / annual
Clio, a legal AI technology platform, is building a new Customer Success team to support and implement its Voice & Messaging unified communications initiative. This role bridges customer needs and technical detail, requiring strong troubleshooting instincts and patience with non-technical users.
Key responsibilities include VoIP/SIP troubleshooting (registration failures, audio issues, call quality), call-flow configuration (forwarding, auto-attendants, ring groups, voicemail), provisioning and device management (desk phones, softphones, MAC registration), and onboarding/implementation for new law firms migrating phone systems. You'll handle number porting, 10DLC SMS compliance, account pre-configuration for new accounts, and Local Services Ads (LSA) application processing. Remote-first support is essential—diagnosing issues remotely while coordinating with customers' IT teams for physical infrastructure. You'll document fixes into the knowledge base, escalate appropriately to engineering, coach team members, and contribute to cross-functional VoIP initiatives.
Required qualifications include VoIP/SIP fundamentals knowledge (registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs), networking literacy (routers, firewalls, QoS, VLANs, WiFi), PBX/telephony configuration experience, and familiarity with desk phone/softphone provisioning (Yealink/Polycom). You must be comfortable troubleshooting live with customers via video/voice, not just async communication. Strong organizational skills, composure under pressure, and flexibility with work hours during high-volume peaks are essential. The role operates in a fast-paced, evolving environment where scope will change over time.
Bonus qualifications include prior MSP, VoIP, or telecom help-desk background (strong US telecom preference), log/packet-capture reading, light scripting, Kazoo PBX platform experience, legal documentation knowledge, and 2+ years in Customer Success/Support/Professional Services in a customer-facing role.
Clio offers competitive salary ($80,400–$108,800 USD), hybrid work with office expectations in Vancouver, Calgary, Toronto, Dublin, or Sydney (minimum twice weekly), flexible time off (20 days encouraged annually), health/dental/vision insurance, 401(k) matching, EAP benefits, and a Clioversary recognition program.
