Pros
Great supportive coworkers, Clio hires great people. No other positives I can think of.
Cons
Taking this job was one of the most difficult experiences of my career, and I want to share my honest perspective so others can make an informed decision. 1. This is a Call Centre Environment, Regardless of How It Is Marketed The role is heavily phone based. You get 90 seconds between calls to take detailed case notes, contact internal teams, write follow up emails, and take care of basic personal needs. Calls can run extremely long, sometimes several hours, and requesting more than 90 seconds for complex follow up work is strongly discouraged. 2. You Are Monitored Constantly Every second of your day is tracked. Stepping away for the washroom requires announcing it to the entire team and is highly discouraged if it is a busy day, which is frequent. On many occasions, the team is advised that stepping away is not permitted. There are dedicated “Q monitors” watching activity in real time who may call you out if you step away and they do not think your reasoning is sufficient. 3. Unbalanced Priorities: Sales Over Support Although the role is advertised as customer support, the primary performance metric is sales lead generation. High customer satisfaction, strong product knowledge, and thorough case handling matter far less than hitting your quota. Missing your quota will put your job at risk. I have seen very proficient support employees be let go for this reason. 4. Unrealistic Workload and Expectation of Unpaid Overtime New products and features launch constantly, but there is no built in time for training because you are on calls all day. This can make it difficult to catch up and stay up to date on the platform that you are expected to be an expert on. You are also given just 15 minutes at the end of the day to complete all case follow ups accumulated throughout your shift. If your last call runs long, which happens often, you still must finish all follow up afterward or you will fall further behind as the week goes on. Many days require one to two additional hours of unpaid work just to stay caught up. Because there is not enough time during regular hours to close and follow up on cases, follow up quality suffers. This leads to more escalated calls because customers are not receiving the type of support they were promised, and the cycle repeats. 5. Staffing Issues and High Turnover There is not enough staff to meet daily demand, yet employees are still held responsible for metrics affected by this. Many teammates are struggling with stress, burnout, or health impacts. Turnover is consistently high, and many departures are sudden. 6. Holiday and Time Off Reality Although the company advertises United States holidays off for Canadian employees, support is frequently asked to work those days. Requests are framed in a way that makes declining feel guilt inducing. Vacation is theoretically flexible, but in practice must be booked extremely far in advance, and days fill up quickly. As a result, time off approvals can be difficult to obtain. 7. Office Culture Does Not Apply to Support The broader company culture may be positive, but support employees do not experience it in the same way. While other departments enjoy social office days, catered lunches, and time away from their desks, support employees are still expected to be on back to back calls and often cannot participate in anything, including company wide meetings. Breaks are scheduled for you and can be at different times every day, and sometimes these do not align with catered lunch timing. It is also very loud in the office, which customers frequently comment on during calls. Even though in office days are not conducive or helpful for support employees, they are still mandatory. However, they do not create culture because there is simply no time in this role to participate in anything that would build it. Bottom line: This role may be suitable for someone who thrives in a strict call centre environment with constant monitoring and high pressure to hit sales metrics. For many people, the workload, lack of autonomy, insufficient breaks, and expectations of unpaid overtime make this an extremely challenging and unsustainable position. I am sharing this so others can make the decision I wish I had the full picture to make.