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.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Payment Operations Specialist to join our Payment Operations team in Toronto, Vancouver, or Calgary.

What your team does:

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements.

Who you are:

We are seeking a Payment Operations Specialist, with a track record in Payments Pricing, Operations and Risk Management, to play a leading role in our scaling Payment Operations team. The candidate will play a critical role in delivering a seamless customer experience by providing competitive payments pricing while identifying process improvement opportunities balancing day to day operational queues and related risks. The candidate will also be influential in the process design for new product and feature implementations.

What you’ll do:

• Prioritize custom payment pricing requests by analyzing complex card processing statements

• Perform complex payments pricing analyses for both new and existing customers

• Collaborate with client facing teams on custom pricing deal positioning, strategy, and talk tracks

• Manage direct customer communications for existing and new customer around pricing and rate negotiations

• Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs

• Supporting a team of Payment Operations coordinators in delivering on processes and tasks to acquire new customers and support existing ones in the Clio Platform

• Directly supporting Clio customers who have questions or escalations concerning payments, including:

  • Topics related to making and accepting payments

  • Topics related to payments safety and security

  • Topics related to onboarding to Clio payments

• Interpreting and communicating the status of payment events in a customer’s account

• Directly support customers in fulfilling payments application requirements

• Enable payments capability for approved customers so they can begin executing transactions

• Execute the operational launch of new payments products and product features for existing and new customers

• Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations

• Monitor merchants and transactions for suspicious activity to safeguard against fraudsters and bad actors.

• Triage and contribute to resolving day to day customer issues such as business ID verifications and bank account verifications

• Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud.

• Serve as a point of contact on cross functional projects involving internal business partners from areas such as sales, customer success, product and finance

• Become a subject matter expert in payments pricing, payments networks (Visa, Mastercard, Discover, American Express), and the industry in general to serve as a thought leader and educational resource for both colleagues and customers.

• Drive ongoing communication between different functional teams

• Serve as an operational liaison with the key third-party service providers & partners who are required to deliver payments services to our customers

• Act as an escalation lead for the Customer Success team to investigate customer issues

• Identify efficiency opportunities based on business need, scope requirements, and plan project execution and program management with cross-functional teams.

What you may have:

• Between 3-4 years experience in an Operational Capacity preferably within Financial Services and/or the Payments Industry.

• Between 2-4 years of cards payments pricing experience

• Between 2-3 years previous customer success / support experience, preferably in a card payments environment

• General knowledge of ACH and wire transactions

• A passion for customer service and the ability to sometimes manage difficult conversations

• Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment

• Comfortable working in a technical operations environment with tight deadlines

• Demonstrated strong interpersonal and communication skills, both written and oral

• Strong computer skills

Serious bonus points if you have:

• Generative AI Certifications or experience building AI Agents

• Program management experience

• Direct experience in card acquiring and/or issuing

• Experience in compliance, fraud and risk management at a fintech, bank, or card network

• Data analytics experience including SQL to make operational recommendations and decisions

• Payments, payments processor, neobanking, fintech experience

• Experience working in and with markets outside of North America in a payments or fintech capacity

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• EAP benefits for you and household members, including counseling and online resources

• 401k matching and Child Education Savings

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The expected salary range* for this role is $73,300 to $86,200 to $99,100 USD. There are a separate set of salary bands for other regions based on local currency.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

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