Customer Retention Specialist

Join Jobber as a Customer Retention Specialist, where you'll play a key role in helping customers overcome challenges, rediscover the value of Jobber, and continue growing their businesses. You'll engage with customers at risk of cancellation, conduct proactive outreach, and facilitate scheduled value sessions. Your success will be measured through save rate, customer retention, and long-term customer success. This is a full-time position with a shift from Monday to Friday, 11am to 8pm MT (1pm to 10pm ET).

• Engage with customers at risk of cancellation through retention-focused phone conversations, identifying solutions that help them continue to succeed with Jobber.
• Conduct proactive outbound retention calls to customers showing signs of churn risk, using available signals to help customers address challenges before they lead to cancellation.
• Use a consultative, diagnostic approach to uncover root causes behind churn risk, asking the right questions and recommending solutions that genuinely address what’s getting in the customer’s way.
• Resilience and composure. You stay calm under pressure, handle rejection professionally, and learn quickly from difficult conversations
• The 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 resonates
• A results-driven mindset that motivates you to take ownership of customer outcomes and work toward solutions that support long-term customer success
• The ability to influence outcomes through consultative conversations, confidently guiding customers through complex situations such as cancellation decisions, product challenges, or pricing concerns
• Reliability and accountability. You show up for your team and customers, follow through on commitments, and take responsibility for results
• Strong problem-solving ability. You assess situations critically, identify root causes, and propose creative, practical solutions with confidence
• Interest or experience in leveraging AI tools to enhance productivity and insight generation
• A track record of thriving in high-volume, customer-facing environments where you consistently deliver strong results while maintaining a high-quality customer experience
• A genuine curiosity about what’s driving customer challenges. You ask great questions, listen closely, and understand the problem before proposing a solution
• Confidence working with modern software tools and navigating multiple systems in a fast-paced, cloud-based environment
• Adaptability in a growth environment. You’re energized by change and comfortable learning new tools, systems, and workflows
• Strong verbal communication skills and a customer-first mindset, allowing you to build rapport quickly and navigate challenging conversations with empathy and clarity