Who you are

• 2+ years of experience in a customer facing support, sales, retention or save environment role
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems
• The desire to win (and have fun) as a member of a high performing team
• A growth mindset and a sense of optimism and enthusiasm
• Bachelor’s degree (or an expected completion date no later than January 2026 if in your final semester)
• Experience in the legal industry and/or knowledge of the justice system
• Experience with our current tech stack: Salesforce, Slack, Gong

What the job involves

• We are currently seeking a Retention Specialist to join our Customer Support Team in Burnaby, Calgary or Toronto
• The Retention Team is responsible for all internal and external inquiries related to account cancellations. They work to reduce churn and maximize the value of our products to our existing customers to drive value and revenue
• The ideal candidate will have a passion for problem solving customer issues, driving value of our products, and finding strategies to drive the retention of our existing customers
• 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, as applicable, with our Finance, Billing, Product, Sales, and Customer Success teams; ensure timely delivery of our solutions
• Collaborate with Support leadership and other stakeholders to ensure our 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 tools
• Other tasks and duties assigned by Customer Support Leadership, as required
• This is a new role

Benefits

• Company equity
• 401k
• $500 contribution when you become a parent and/or guardian
• RRSP-matching
• Pension plans
• 4-week minimum vacation
• Work from home when you need to (role-specific)
• Parental leave options for moms and dads
• Customizable extended health benefits (including $2000 per year to spend on counseling)
• Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes