Summary:

We are currently seeking a Retention Specialist to join our Customer Support Team in Burnaby, Calgary or Toronto. The ideal candidate will have a passion for problem solving customer issues, driving value of our products, and finding strategies to drive the retention of our existing customers.

What your team does:

The Retention Team is responsible for all internal and external inquiries related to account cancellations. They work to reduce churn and maximize the value of our products to our existing customers to drive value and revenue.

What you'll work on:

• Handle external requests related to account cancellations; understand the reason for cancellation and find solutions to retain customers;

• Support our internal teams as the primary point of contact for cancellation requests and potential churn;

• Address customer concerns and coordinate resolutions, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions;

• Collaborate with Support leadership and other stakeholders to ensure our retention efforts are successful; make recommendations for improvements based on data and trends;

• Track and communicate customer feedback to internal stakeholders;

• Own and execute tasks within our tech stack including Salesforce, Zendesk, and other related tools;

• Other tasks and duties assigned by Customer Support Leadership, as required

What you may have:

• Effortless communication skills; confident and sensitive to the needs of internal and external stakeholders;

• Excellent organizational skill, attention to detail, and a proactive mindset to process and strategy improvements;

• Demonstrated ability of negotiation and presentation skills;

• Keen attention to detail with the ability to prioritize competing tasks;

Serious bonus points if you have:

• Experience with our current tech stack: Salesforce, Zendesk, Slack;

• 1-2 years of experience in a customer facing role;

• Prior experience in a save, retention, or sales environment

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, and Dublin) to be in office min. once per week on our Anchor Day.

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

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

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

The full salary range* for this role is $68,000 to $80,000 to $92,000 CAD.

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