Customer Support Specialist – Enterprise

About the role

Clio is seeking an intermediate Customer Support Specialist to join its Enterprise Support team in APAC. You will be the first point of contact for enterprise customers using Clio Operate, helping them maximise the platform’s value and ensuring swift issue resolution.

Key responsibilities

• Build and maintain trusted relationships with enterprise customers, providing timely, proactive updates on tickets.
• Provide first‑line triage, resolve issues at the first point of contact, and minimise escalations.
• Act as the primary contact for support requests, triage tickets, and prioritize them according to urgency.
• Document all interactions in the ticketing system and contribute to service‑desk best‑practice development.
• Analyse ticket trends, create knowledge‑base articles, and share feedback with product and engineering teams.

Required profile

• 2+ years experience in customer support, service desk or technical support, preferably for B2B SaaS or enterprise software.
• Strong troubleshooting mindset with the ability to investigate root causes.
• Excellent written and verbal communication, able to explain technical concepts clearly.
• Customer‑first attitude, patience and professionalism in high‑pressure situations.

Required skills

• Experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow or Jira Service Management.
• Basic SQL knowledge and ability to read logs.
• Understanding of APIs and integrations.

What we offer

• Competitive salary range $77,800‑$105,200 AUD per year.
• Hybrid work environment with a minimum of two days per week in the office.
• Flexible time‑off policy encouraging 20 days off per year.
• Top‑tier health benefits and superannuation contributions.
• Diversity, inclusion and accessibility commitments.