Retention Specialist (English & Punjabi)

About the company

The company is 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.

We work in a unique way at the company, where we value teams over individuals and encourage experimentation and iteration to constantly improve. Teams are given flexibility in working towards a shared purpose and given the freedom to decide how they will accomplish their goals.

If you are an out of the box thinker that takes a proactive approach in collaborating with others to solve problems and achieve your goals - we would love to talk to you.

The things we value

• Mission

• Teams over individuals

• Collaboration

• Communication

• Iteration

• Experimentation and failing fast

• Initiative and solutions oriented approach

• Documentation

• Data

• Mental health and work life balance

• Diversity

• Transparency

You should apply if you are/have

• 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)

• Prior US trucking industry experience is a plus

Qualities and Attributes

• 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

You will be responsible for

• 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.

Benefits

• Monthly Mental Break Day

• Paid Time Off

• Work from home (or wherever)

• Parental leave

Creating a diverse and inclusive workplace is the company’s nucleus. We are an equal opportunity employer and embrace people of different backgrounds, cultures, religions, national origins, races, colors, genders, gender expressions, sexual orientations, ages, marital status, veteran status, experiences, abilities and perspectives.