Retention Specialist (Customer Support)

TL;DR

Retention Specialist (Customer Support): Manage account cancellation requests and drive customer retention by solving issues and coordinating with internal teams. Focus on reducing churn, maximizing product value, and collaborating across departments to improve retention strategies.

Location: Hybrid in Burnaby, Calgary, or Toronto with expectation to be in office minimum twice per week

Salary: 68,000–92,000 CAD

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely.

What you will do

• Handle account cancellation requests and identify retention opportunities
• Serve as primary contact for cancellation and churn inquiries
• Coordinate resolutions with Finance, Billing, Product, Sales, and Customer Success teams
• Collaborate with leadership to improve retention efforts based on data and trends
• Track and communicate customer feedback internally
• Use tools like Salesforce, Gong, and Slack to execute tasks

Requirements

• Location: Must be based in or near Burnaby, Calgary, or Toronto with hybrid work expectations
• 2+ years experience in customer-facing support, sales, or retention roles
• Strong problem-solving, multitasking, and communication skills
• Interest in law, technology, and AI
• Ability to convey technical concepts to non-technical audiences

Nice to have

• Bachelor’s degree or expected completion by January 2026
• Experience in legal industry or knowledge of justice system
• Familiarity with Salesforce, Slack, and Gong

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance
• Hybrid work environment with local office presence required minimum twice per week
• Flexible time off policy with encouraged 20 days off per year
• $2000 annual counseling benefit
• RRSP matching and RESP contributions
• Recognition program for employee milestones