Retention Specialist

About the role

We’re hiring a Retention Specialist to join our Customer Service team.

This is a specialist retention role. Your focus will be on customers who are actively trying to cancel and customers we believe may be at risk of leaving. You’ll work across phone, chat, and email, combining reactive cancellation handling with proactive outreach designed to prevent churn before it happens.

You won’t be responsible for a general support queue. We’re looking for people who are comfortable having difficult customer conversations, quickly identifying what is really driving a cancellation, and using good judgment to find the right path to retain the customer.

This role is highly outcome-focused. Success isn’t about how many conversations you close — it’s about how many customer relationships and how much recurring revenue you retain.

What you'll do:

• Own cancellation conversations end-to-end. Handle customers requesting cancellation across phone, chat, and email, understand the real reason they want to leave, and work toward the right retention outcome.

• Reach out proactively to customers at risk of churn. Use customer behaviour, account signals, previous interactions, and internal risk indicators to identify customers who may need intervention before they reach the point of cancellation.

• Make the right retention offer for the situation. You’ll have a range of retention options and clear guidelines, but this is not a scripted role. You’ll need to understand the customer’s situation and decide which approach has the best chance of genuinely retaining them.

• Handle retention confidently across different channels. A strong phone conversation is important, but so is being able to write a persuasive, personal email or manage a cancellation conversation through chat.

• Understand the product well enough to challenge cancellation reasons and solve issues on the spot if needed