B
Retention Specialist (English & Punjabi)
Contract type
Ongoing
Work mode
Remote
Experience
3 years
Job description
A customer retention role at Bobtail focused on maintaining customer relationships, reducing churn, and improving retention rates. The position involves troubleshooting customer issues, identifying at-risk customers, and reporting on retention efforts.
At a glance
- Work mode
- Remote
- Languages
- English – fluent, Punjabi – fluent
What you'll do
- Customer relationship management by maintaining long-lasting relationships, monitoring customer adoption and satisfaction through customer outreach
- Collaborating with team members to decrease churn, increase retention rates and improve brand loyalty
- Troubleshooting problems; addressing customer issues, complaints and dissatisfaction promptly and coordinating with relevant departments to find solutions and to follow up on those
- Identifying at-risk customers, developing and implementing retention strategies
- Collecting customer feedback to provide insights for product owners and marketing team to enhance our service
- Monitoring the assigned emails (personal and terminations) to address requests in a timely manner
- Documenting customer interaction, feedback and resolution in the CRM, and regularly report on retention efforts and outcomes
- Identifying opportunities to upsell or cross sell. Provide information about complementary offers and/or new products
- Maintaining an in-depth understanding of our products and service and value proposition to educate customers
What we're looking for
- Sales skills
- 1-3 years of experience in SaaS and B2B environments
- Excellent English and Punjabi proficiency - written and verbal communication skills
- 1-3 years of proven experience in retention
- Bachelor's Degree in relevant fields (business, marketing, customer service)
- Active listening skills
- Good time management
- Great communication skills
- Persuasion ability
- Compassion
- Critical thinking and problem solving skills
- Good organizational skills
- Attention to detail
- Patience and resilience
- Willingness to go above and beyond
- Data orientation
- Ethical conduct
- Collaborative attitude
- Cultural sensitivity
- Adaptability
Nice to have
- Prior US trucking industry experience is a plus
Benefits
- Monthly Mental Break Day
- Paid Time Off
- Work from home (or wherever)
- Parental leave
Apply
About Bobtail
Mission
Dedicated to increasing happiness by eliminating inefficiencies in the supply chain. We envision a supply chain without friction, fraud, waste, and abuse where companies succeed based on the value they create.
Key facts
- Values teams over individuals
- Encourages experimentation and iteration
- Values mental health and work life balance
- Values diversity and transparency
What they value
- Mission
- Teams over individuals
- Collaboration
- Communication
- Iteration
- Experimentation and failing fast
- Initiative and solutions oriented approach
- Documentation