RequirementsA track record of thriving in high-volume, customer-facing environments where you consistently deliver strong results while maintaining a high-quality customer experienceA genuine curiosity about what’s driving customer challenges. You ask great questions, listen closely, and understand the problem before proposing a solutionThe ability to translate product knowledge into customer solutions. You don’t just know what Jobber does – you can connect its features to the specific needs of each customer’s business in a way that resonatesThe ability to influence outcomes through consultative conversations, confidently guiding customers through complex situations such as cancellation decisions, product challenges, or pricing concernsStrong verbal communication skills and a customer-first mindset, allowing you to build rapport quickly and navigate challenging conversations with empathy and clarityA results-driven mindset that motivates you to take ownership of customer outcomes and work toward solutions that support long-term customer successResilience and composure. You stay calm under pressure, handle rejection professionally, and learn quickly from difficult conversationsStrong problem-solving ability. You assess situations critically, identify root causes, and propose creative, practical solutions with confidenceAdaptability in a growth environment. You’re energized by change and comfortable learning new tools, systems, and workflowsReliability and accountability. You show up for your team and customers, follow through on commitments, and take responsibility for resultsConfidence working with contemporary software tools and navigating multiple systems in a fast-paced, cloud-based environmentInterest or experience in leveraging AI tools to enhance productivity and insight generationWhat the job involvesReporting to the Manager, Customer Retention,



the Customer Retention Specialist (Retention Specialist) works directly with customers who may be at risk of cancelling or disengaging from Jobber. Your job is to understand what’s standing in their way, and connect them to solutions that help them succeedYou’ll lead meaningful, consultative conversations to understand the underlying causes behind cancellation requests or disengagement, identify barriers to success, and guide customers toward solutions that strengthen their experience with Jobber and make a real difference for their business. You’ll ask the right questions before offering solutions, and you’ll treat every conversation as an opportunity to genuinely improve someone’s experienceRetention Specialists engage with customers through inbound calls, proactive retention outreach, and scheduled value sessions, translating Jobber’s capabilities into practical, meaningful solutions tailored to each customer’s unique situationYou’ll develop deep product knowledge and act as a trusted advisor to customers, confidently navigating complex conversations and leveraging your expertise to showcase how Jobber’s features solve meaningful problems for businesses, helping customers make informed decisions that drive their long-term successSuccess in this role is measured through outcomes such as save rate, customer retention, and long-term customer success following retention conversations, with Retention Specialists taking direct ownership of outcomes that impact recurring revenue retentionThe Customer Retention Specialist (Retention Specialist) will:Engage with customers at risk of cancellation through retention-focused phone conversations via direct inbound phone line or booked calls, identifying solutions that help them continue to succeed with JobberConduct proactive outbound retention calls to customers showing signs of churn risk, using available signals such as

📌 Customer Retention Specialist (Toronto)
🏢 Jobber
📍 Toronto