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Senior AI Builder and Analyst, Customer Support
CapitalG
Calgary, CAN
Full-time
Mid-Senior
Hybrid
Discovered 3 weeks ago
AI-Assisted WorkflowsAI ToolingPrompt EngineeringAgentic WorkflowsAI QA ScoringData Visualization
Free
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AI-Assisted WorkflowsAI ToolingPrompt Engineering
Role Overview
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.
Key Skills for This Role
AI-Assisted WorkflowsAI ToolingPrompt EngineeringAgentic WorkflowsAI QA ScoringData Visualization
Full Job Posting
About Clio
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.
What Your Team Does
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, workflow
What You'll Work On
- Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management
- 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
- Optimizing and maintaining the AI-assisted QA tooling that turns conversation and case data into clear signal on quality and DSAT drivers
- 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
- Partnering with People/TAcq, Finance, and Product to keep the tools you build aligned to business growth and workforce planning needs
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