Customer Retention Specialist helping Jobber’s service - business customers overcome challenges and retain subscription value. Conducting consultative calls, value sessions, and churn - prevention outreach.
About the role
- Client retention specialist resolving complex customer issues for a profitable information and software products company. Restoring trust, reducing refunds, and protecting long-term customer value.
Responsibilities
- Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence
- Contact assigned customers quickly by telephone and use SMS and email when appropriate
- Review the customer’s complete journey before making contact to understand the history, context, and potential issues
- Speak directly with customers by phone and build trust quickly, even when emotions are high
- Diagnose practical, technical, delivery, expectation, or mindset blockers and identify the true root cause of the issue
- Troubleshoot appropriate issues directly and coordinate additional support when required
- Lead calm, confident resolution and de-escalation conversations
- Separate the immediate complaint from the underlying issue and determine the most appropriate path forward
- Help customers reframe unhelpful conclusions without dismissing legitimate concerns
- Reconnect customers with their original goals and help establish a clear recovery plan and next action
- Correct misunderstandings clearly and respectfully without becoming defensive or argumentative
- Use strong conversational influence and judgment to help restore customer confidence without applying pressure or making unsupported promises
- Make sound judgment calls while balancing customer experience, commercial considerations, and the facts of each case
- Coordinate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when additional action is required
- Maintain ownership of the customer relationship while internal work is being completed rather than simply passing the customer between departments
- Use approved support options or concessions when appropriate and justified
- Escalate continued refund requests or complex cases through the appropriate process
- Keep customers informed while outstanding issues are being resolved
- Maintain clear and accurate records of conversations, decisions, commitments, actions, and outcomes
- Identify recurring causes of disengagement, dissatisfaction, and refunds and recommend practical improvements to prevent them in the future
Requirements
- Previous experience in consultative or high-ticket sales/closing, Customer Retention, Customer Success, Account Management, Escalations, Complaints, Dispute Resolution, Service Recovery, or a similarly high-touch client-facing role
- Strong conversational influence and call control, with the ability to confidently lead a customer toward a constructive next step
- Strong ability to build rapport with frustrated, disappointed, uncertain, or skeptical customers
- Comfortable leading difficult and emotionally charged conversations
- Able to listen carefully while remaining confident enough to challenge an unhelpful conclusion when appropriate
- Able to recognize legitimate customer or company-side issues rather than treating every concern as a mindset problem
- Persuasive without relying on pressure, manipulation, or unsupported promises
- Strong investigative and problem-solving skills with the ability to identify root causes rather than simply addressing surface-level issues
- Comfortable troubleshooting practical issues and coordinating with other teams when additional expertise is required
- Good commercial judgment and an understanding of customer value, retention, and financial impact
- Strong organisation, attention to detail, and written documentation skills
- Comfortable taking personal ownership of a customer issue and driving it toward resolution across multiple teams
- Able to manage multiple complex customer cases and priorities at the same time
- High level of integrity and sound judgment when determining the appropriate next step
- Reliable, resilient, coachable, and willing to review calls and feedback to continuously improve
Benefits
- Full-time opportunity
- Independent Contractor Agreement
- Additional monthly performance incentive based on results
- Fully remote
- Opportunity to grow into broader Client Operations, Customer Success, senior, or team-lead responsibilities
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Degree requirement
No Education Requirement
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