Lexum is Looking for a Customer Service Analyst

Lexum Informatique Juridique Inc. (“Lexum”) develops some of the fastest and most popular legal information tools. The CanLII website – a Lexum product – is identified by over 80% of Canadian lawyers as the most convenient resource for finding legal information. Lexum offers competitive compensation and excellent working conditions. The company, which employs some forty people, is in the heart of the Plateau Mont-Royal, at the corner of Saint-Laurent Boulevard and Rachel Street.


Reporting to the Product Owner, you will respond to and interact with customers and users of Lexum’s products and services. You will develop a relationship of trust with Lexum’s customers, most of whom have been doing business with the company for many years.

Responsibilities and Tasks

In collaboration with Lexum’s IT team, you will participate in the quality assurance of Lexum’s products and services and contribute to the development of customer resources. You will take part in the customized product onboarding provided to customers and ensure that customers and users successfully use Lexum’s products and services on a day-to-day basis. You will also be involved in the delivery of projects that transform and enhance large volumes of legal documents. More specifically, you will progressively :

  • Respond to customer inquiries via email, video conference or telephone;
  • Ensure customer requests are documented, tracked and resolved promptly via Lexum work management tools;
  • Diagnose and resolve customer issues;
  • Prioritize emergencies requiring different expertise to be resolved;
  • Participate in product development meetings;
  • Participate in alpha and regression software testing;
  • Provide training to customers;
  • Help improve the customer service team and related processes.


You must have the following skills and qualifications:

  • College or university studies in law, law librarianship, information technology or related fields;
  • Work experience in the legal field, as a lawyer, in publishing, in customer service or technical assistance;
  • Bilingualism in French and English, both spoken and written;
  • Knowledge of office software such as Microsoft Word and Excel, as well as common electronic image and text formats: PDF, HTML, etc.
  • Dynamic and motivated personality;
  • Curious, autonomous and flexible temperament;
  • Ability to make decisions and solve problems effectively;
  • Ability to work rigorously and meticulously in an environment with little supervision;
  • Interest in and ability to learn new tools, software and technologies; and
  • Excellent team spirit.

About the Offer

We offer the following benefits and advantages:

  • Permanent employment at 35 hours per week;
  • Between $44,000 and $66,000 annually, depending on experience;
  • Teleworking available;
  • Flexible work schedule based on regular business hours;
  • Conditions :
    • Casual dress;
    • Health, dental, disability and life insurance;
    • Employer RRSP contribution program;
    • Training and development policy;
    • Wellness and counselling programs; and
    • Annual paid leave: 4 weeks vacation, 5 sick days.

Hiring is conditional on a 3-month probationary period starting depending on the availability of the successful candidate.

Please send your application to carriere@lexum.com, indicating “Customer Service Analyst” in the subject line.