Retention Specialist

Summary

Join Paystone, a leading North American payment and software company, as a Retention Specialist. You will play a key role in ensuring client satisfaction and long-term relationships by managing client requests, improving retention rates, and collaborating with internal teams. This position requires strong communication and problem-solving skills, and experience in customer service and client retention. Paystone offers competitive compensation, equity, flexible time off, career development opportunities, and work-from-home options. The company fosters an inclusive environment and values diverse backgrounds and experiences. Paystone's mission is to create customer-driven growth by helping clients improve customer experiences and increase customer loyalty.

Requirements

• Strong communication, persuasion, and problem-solving abilities
• Proven experience in customer service, with a track record of client retention
• Strong written and verbal communication skills in both English and French
• Experience in a call center environment, preferably within customer support
• Proficiency in CRM tools, preferably Salesforce
• Strong critical thinking and decision-making skills to support client needs

Responsibilities

• Efficiently manage time and prioritize high-priority client requests
• Ensure prompt and responsive communication with all clients to support retention efforts
• Focus on reducing closure requests and prioritizing long-term account retention
• Handle inbound and outbound client interactions through the CRM
• Manage support team requests via phone and email, providing solutions and guidance
• Lead and execute ongoing client engagement campaigns that drive retention and satisfaction

Preferred Qualifications

Background in the payments or fintech industry is an asset

Benefits

• Compensation tied to market data
• We reward for contribution
• Everyone gets equity
• Flexible Time-off
• We’re committed to career development
• Work from home