Customer Retention Specialist

Role Overview

• Respond to billing and subscription inquiries via phone, chat, and email while maintaining strong productivity and quality standards
• Lead confident, value-driven conversations with customers considering cancellation or downgrade, identifying solutions that drive retention and long-term success
• Use a consultative approach to understand root causes and influence positive customer outcomes
• Proactively engage escalated or at-risk customers, taking ownership of complex situations and driving resolution
• Partner with cross-functional teams to share trends and insights that improve customer experience and reduce churn
• Adapt quickly to evolving processes, tools, and product updates in a growing environment

Requirements

• A track record of thriving in high-volume, customer-facing environments
• The ability to influence outcomes
• Strong verbal and written communication skills
• A results-driven mindset
• Resilience and composure
• Strong problem-solving ability
• Adaptability in a growth environment
• Reliability and accountability
• Confidence with technology

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind
• Matching in RRSP, TFSA or FHSA
• Stock options
• Dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.