Clio - Cloud-Based Legal Technology

Retention Specialist, Customer Support

Clio - Cloud-Based Legal Technology

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • 🇨🇦 Canada

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Salary

💰 CA$68,000 - CA$92,000 per year

Job Level

JuniorMid-Level

About the role

  • 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, Gong, and other related tools
  • Other tasks and duties assigned by Customer Support Leadership, as required

Requirements

  • 2+ years of experience in a customer facing support, sales, retention or save environment role
  • Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
  • Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
  • Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems
  • The desire to win (and have fun) as a member of a high performing team
  • A growth mindset and a sense of optimism and enthusiasm
Benefits
  • Competitive, equitable salary with top-tier health benefits
  • Dental and vision insurance
  • Hybrid work environment, with expectation for local Clions to be in office min. twice per week
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceproblem solvingmulti-taskinganalytical skillsissue resolution
Soft skills
verbal communicationwritten communicationcuriositygrowth mindsetteam collaboration