Associate Content Support Specialist

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.

We are currently seeking a UK-based Associate Content Support Specialist to join our growing Content Team, helping to be the vital link between our Content Experts and our wider global organization.

What our Content Team does:

The Content Team is responsible for the data maintained in full text in the Clio Library Product and the data that goes into Clio Work. Our team covers all aspects of data acquisition, processing and publication and, additionally, acts as a central communication bridge, ensuring every team member—from Commercial to Engineering—has access to the knowledge and information they need to perform their roles in connection with those products. We hire individuals who are meticulously organised, technically proficient, and driven to accelerate team performance across the company. This role is an incubator for deep expertise, as you will rapidly become fully versed in our Content sets and processes, and you will help enable our broader teams to deliver exceptional value to our customers.

You’ll know that you’re on the path to high performance when you are able to successfully log and route all incoming queries, consistently beat internal turnaround time (TAT) targets, and proactively spot opportunities to improve our internal knowledge base.

What you'll work on:

• Serving as the communication bridge: Managing and routing all inbound Content queries received across various internal channels (including chat, tickets, and dedicated communication platforms).
• Driving efficiency through process: Managing a formal logging process (e.g., via tickets) for all incoming queries, including tracking key metrics (request origination, client context, criticality, resolution owner, and turnaround time).
• Becoming the trusted internal expert: Routing complex queries quickly and accurately to the appropriate internal subject matter expert (including regional legal knowledge domain experts) for resolution.
• Ensuring knowledge availability: Maintaining and continuously improving the internal Content Support page, including links to vital Content artifacts (like the International Content Matrix and Content Explorer).
• Proactive knowledge contribution: Collecting, publishing, and maintaining a robust internal FAQ and Q&A resource library to reduce repeated queries.
• Maintaining Data Quality: Proactively monitoring the highest-value data pipelines and datasets to ensure ongoing currency and availability.
• Contributing to Program Management: Assisting the Content Program Manager in the management and maintenance of Priority Sheets across different Business Units.
• Driving a Win and Help Win culture by developing additional internal support materials and providing ad hoc support to the Content Team as needed.

What you may have:

• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey clear status updates and resolution paths to non-technical audiences.
• A meticulous attention to detail and strong organisational skills necessary for process logging and metric tracking.
• A strong desire to master complex data structures and knowledge assets quickly.
• The drive to implement and manage processes that lead to quantifiable team efficiency gains.
• A growth mindset and a sense of accountability for the quality and timeliness of internal support.

Serious bonus points if you have:

• Experience working with ticketing systems (like Jira, DevOps, or similar) and reporting on key metrics.
• Prior experience in a knowledge management, help desk, or internal support function.
• Familiarity with legal content, taxonomies, or complex international datasets.
• Experience or curiosity regarding data governance and ensuring data quality.

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
• Clio offers a flexible hybrid work environment
• 25 days holiday + bank holidays
• Private Healthcare with Life Insurance & Critical Illness cover
• Pension contribution
• Professional development and growth options
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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.