Senior AI Builder and Analyst, Customer Support

Clio
Vancouver, Burnaby, Calgary, Toronto
Workplace: HybridFull timeCAD 108,000 - 146,200 annuallyFunction: Customer Support (Service Desk)Skills: ["Bias for action","Stakeholder communication","Prioritization","Problem-solving"]

Build and continuously improve AI-assisted tools and workflows for Customer Support, including Technical Escalations and Workforce Management. Own the technical build across prompt design, workflow logic, integrations, and ongoing tuning. Partner with Support leaders, CSOps, and WFM to replace manual steps with working tools, while optimizing AI QA scoring and DSAT signal, plus dashboards and reporting for frontline leaders and core support metrics.

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FursaFursa
Clio
Clio
3 days ago

Senior AI Builder and Analyst, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 38 minutes agoStatus: Live

Job Summary

Build and continuously improve AI-assisted tools and workflows for Customer Support, including Technical Escalations and Workforce Management. Own the technical build across prompt design, workflow logic, integrations, and ongoing tuning. Partner with Support leaders, CSOps, and WFM to replace manual steps with working tools, while optimizing AI QA scoring and DSAT signal, plus dashboards and reporting for frontline leaders and core support metrics.
Location: Vancouver, Burnaby, Calgary, Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Design, build, and continuously refine AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management.
  • •Own the technical build including prompt design, workflow logic, integrations with the existing stack, and ongoing tuning.
  • •Partner with Support, TechEsc, CSOps, and WFM leaders to identify where built tools outperform manual processes and prioritize accordingly.
  • •Optimize and maintain AI-assisted QA tooling that turns conversation and case data into quality and DSAT signals.
  • •Create dashboards and automate reporting on core support metrics (e.g., SLA, occupancy, utilization, shrinkage, repeat contact) and share recommendations with leadership.

Pay and Benefits

Salary: CAD 108,000 - 146,200 annually
Perks:Health InsuranceDentalVisionPaid LeavePension

Key Requirements

  • •4+ years of experience working in a contact center or SaaS support environment.
  • •Hands-on experience building AI-assisted workflows or tools (e.g., prompt engineering, agentic workflows, AI QA scoring).
  • •Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets) with comfort using SQL or the ability to get there quickly.
  • •Working knowledge of WFM and QA metrics such as SLA, AHT, shrinkage, occupancy, utilization, DSAT, and repeat contact.
  • •Proven ability to translate complex technical work into actionable insights for non-technical stakeholders.
Experience:SaaSContact center
Skills:Bias for actionStakeholder communicationPrioritizationProblem-solving
Tech Stack:Prompt engineeringAgentic workflowsAI QA scoringLookerSalesforceExcelSheetsSQLTalkdeskService Cloud

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn