Customer Retention Specialist

Customer Retention Specialist ARE YOU PASSIONATE ABOUT CUSTOMER RETENTION, CREATIVE PROBLEM-SOLVING, AND DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES? Then this might be the perfect role for you! We're looking for a Customer Retention Specialist to be part of our Customer Success department and help businesses get the most value out of their Jobber subscription. The team: The Customer Retention team plays a critical role in customer experience and satisfaction. We help customers navigate billing and subscription questions, resolve account concerns, and ensure they’re set up for long-term success with Jobber. We work closely with Customer Success and other cross-functional teams to continuously improve the customer experience. Our goal is simple: help our customers succeed so they can focus on running great businesses. The Role: Reporting to the Manager, Billing Support, the Customer Retention Specialist works directly with customers to resolve billing and subscription inquiries with customer retention at the heart of every interaction. This is not a transactional support role. You’ll lead meaningful conversations that influence outcomes, uncover root causes behind cancellation requests, and help customers rediscover the value of their Jobber subscription. You’re a confident communicator who thrives in fast-paced environments, takes ownership of results, and is motivated by helping customers succeed. You’ll become a product expert and proactively connect customer needs to solutions that drive long-term retention. The Customer Retention Specialist will: - 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. - Become an ambassador of our culture by being humble, supportive – and someone who truly gives a shit! To be successful, you should have: - A track record of thriving in high-volume, customer-facing environments. Whether in a contact centre, hospitality, retail, or another fast-paced setting, you consistently deliver strong results while maintaining quality and warmth. - The ability to influence outcomes. You’re confident navigating challenging conversations, including cancellations or objections, and can guide customers toward solutions that genuinely support their success. - Strong verbal and written communication skills. On the phone, you explain information clearly and confidently. In chat and email, you craft thoughtful, accurate responses with strong attention to detail and empathy. - A results-driven mindset. You take ownership of customer outcomes and are motivated by meeting high standards for both customer experience and retention. - Resilience and composure. You stay calm under pressure, handle rejection professionally, and learn quickly from difficult interactions. - Strong problem-solving ability. You assess situations critically, identify root causes, and propose creative, practical solutions with confidence. - Resilience. Not every interaction will be easy. You stay calm under pressure, adapt in the moment, and learn from difficult conversations. - Adaptability in a growth environment. You’re energized by change and comfortable learning new tools, systems, and workflows. - Reliability and accountability. You show up for your team and customers, follow through on commitments, and take responsibility for results. - Confidence wi ... (truncated, view full listing at source)