Customer Care Specialist

TL;DR

Customer Care Specialist (Customer Retention/Contracts): Manage customer retention and off-boarding cases end-to-end in HubSpot with an accent on churn-risk discovery, contract/billing communication, and accurate case closure. Focus on process excellence, CRM hygiene for reliable forecasting, and cross-functional escalation to resolve churn moments without stagnation.

Location: United States

Salary: $90,000 - $120,000 USD

Company

hirify.global builds healthcare infrastructure that connects fragmented EHR systems into a modern platform powering software, APIs, payments, and patient experiences.

What you will do

• Own customer retention and off-boarding cases from creation through closure in HubSpot
• Run structured discovery conversations to assess customer intent and churn risk
• Explain contract obligations and off-boarding details clearly to customers
• Determine and execute resolution paths for retention and churn cases
• Build and document success plans with next steps and timelines
• Maintain accurate CRM hygiene and ensure complete billing and contract documentation for closed cases

Requirements

• 2+ years of experience in customer support, retention, customer success operations, or a related function
• Strong written and verbal communication skills
• Experience working in a CRM or ticketing system (HubSpot preferred)
• Ability to interpret and explain contract or billing terms to customers
• High attention to detail and comfort managing multiple active cases
• Ability to stay calm, empathetic, and professional in sensitive customer situations

Culture & Benefits

• Full medical, dental, and vision coverage (up to 100%)
• 401K and commuter benefits
• Flexible PTO
• Unlimited paid time off policy mentioned as part of compensation/benefits
• Work directly improves the healthcare experience

Hiring process

• Interviews focused on communication, case handling, and judgment in churn-risk scenarios
• Evaluation of CRM/ticketing experience and ability to manage contract/billing explanations