ARE YOU PASSIONATE ABOUT CUSTOMER RETENTION, CREATIVE PROBLEM-SOLVING, AND DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES?

Then this might be the perfect role for you! We're looking for a Customer Retention Specialist to be part of our Customer Success department and help businesses get the most value out of their Jobber subscription.

The team:

The Customer Retention team plays a critical role in customer experience and satisfaction. We help customers navigate billing and subscription questions, resolve account concerns, and ensure they’re set up for long-term success with Jobber.

We work closely with Customer Success and other cross-functional teams to continuously improve the customer experience. Our goal is simple: help our customers succeed so they can focus on running great businesses.

The Role:

Reporting to the Manager, Billing Support, the Customer Retention Specialist works directly with customers to resolve billing and subscription inquiries with customer retention at the heart of every interaction.

This is not a transactional support role. You’ll lead meaningful conversations that influence outcomes, uncover root causes behind cancellation requests, and help customers rediscover the value of their Jobber subscription.

You’re a confident communicator who thrives in fast-paced environments, takes ownership of results, and is motivated by helping customers succeed. You’ll become a product expert and proactively connect customer needs to solutions that drive long-term retention.

The Customer Retention Specialist will:

• Respond to billing and subscription inquiries via phone, chat, and email while maintaining strong productivity and quality standards.

• Lead confident, value-driven conversations with customers considering cancellation or downgrade, identifying solutions that drive retention and long-term success.

• Use a consultative approach to understand root causes and influence positive customer outcomes.

• Proactively engage escalated or at-risk customers, taking ownership of complex situations and driving resolution.

• Partner with cross-functional teams to share trends and insights that improve customer experience and reduce churn.

• Adapt quickly to evolving processes, tools, and product updates in a growing environment.

• Become an ambassador of our culture by being humble, supportive – and someone who truly gives a shit!

To be successful, you should have:

• A track record of thriving in high-volume, customer-facing environments. Whether in a contact centre, hospitality, retail, or another fast-paced setting, you consistently deliver strong results while maintaining quality and warmth.

• The ability to influence outcomes. You’re confident navigating challenging conversations, including cancellations or objections, and can guide customers toward solutions that genuinely support their success.

• Strong verbal and written communication skills. On the phone, you explain information clearly and confidently. In chat and email, you craft thoughtful, accurate responses with strong attention to detail and empathy.

• A results-driven mindset. You take ownership of customer outcomes and are motivated by meeting high standards for both customer experience and retention.

• Resilience and composure. You stay calm under pressure, handle rejection professionally, and learn quickly from difficult interactions.

• Strong problem-solving ability. You assess situations critically, identify root causes, and propose creative, practical solutions with confidence.

• Resilience. Not every interaction will be easy. You stay calm under pressure, adapt in the moment, and learn from difficult conversations.

• Adaptability in a growth environment. You’re energized by change and comfortable learning new tools, systems, and workflows.

• Reliability and accountability. You show up for your team and customers, follow through on commitments, and take responsibility for results.

• Confidence with technology. You’re comfortable navigating cloud-based software and managing multiple systems in a fast-paced environment.

Shifts:

We are currently hiring for the following shifts:

• Monday to Friday 5am to 2pm MT (8am to 5pm ET)

• Monday to Friday 11am to 8pm MT (10am to 7pm PT)

During the application process, we will confirm which shift options you are comfortable with.

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $50,000, a midpoint of $58,800, and a maximum salary of $67,600, designed to show the progression from learning the ropes to truly excelling.

We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers between the minimum to the midpoint reflect strong potential with transferable work experience. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!

What you can expect from Jobber:

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options.

• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.

• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet.

• To work with a group of people who are humble, supportive, and give a sht about our customers.

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

A bit more about us:

Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!