Retention Specialist, Customer Support (Vancouver)

Summary

We are currently seeking a Retention Specialist to join our Customer Support Team in Burnaby, Calgary or Toronto.

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 with Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions


• Collaborate with Support leadership and other stakeholders to ensure 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 ...