Retention Specialist

Pocketpills is Canada’s online pharmacy. We are revolutionizing the pharmacy experience by combining personalized care with innovative proprietary technology. We are a team of healthcare professionals, technologists, customer service working to provide personalized care, support and timely medications for our members. Through our easy-to-use app and website, members can fill prescriptions, order refills and consult with certified health care professionals—wherever and whenever they need. With a presence across multiple provinces in Canada, we are committed to making medication more accessible and affordable for all Canadians. Pocketpills is one of Canada’s fastest-growing health tech companies.

At Pocketpills, we prioritize a member-focused approach and seek passionate individuals who resonate with our core values: People First, Celebrate the Why!, Be Accountable, Act with Honesty and Integrity, and Think Big, Start Small, Move Fast. 

Join us in making a meaningful impact in health-tech!

About the Role

We are looking for a proactive and customer-focused Retention Specialist to support customer engagement, satisfaction, and long-term loyalty. In this role, you will work closely with customers to understand their needs, address concerns, and reduce churn by delivering a positive customer experience throughout the customer journey.

The ideal candidate is empathetic, solutions-oriented, data-driven, and skilled at building strong customer relationships.

Key Responsibilities

• Build and maintain strong relationships with customers through phone, email, and other communication channels
• Proactively engage with customers to improve satisfaction and retention
• Identify at-risk customers and implement strategies to reduce churn
• Resolve customer concerns and escalate issues when appropriate
• Educate customers on products, services, features, and best practices
• Gather customer feedback and share insights with internal teams
• Track retention metrics, customer interactions, and account activity in CRM systems
• Collaborate with cross-functional teams including Customer Support, Product, Marketing, and Operations
• Support renewal, re-engagement, and loyalty initiatives
• Maintain a high standard of customer service and professionalis

Qualifications

• 4+ years of experience in customer service, customer success, account management, retention, or a related role
• Strong communication and interpersonal skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable working with CRM and customer support tools
• Data-driven mindset with strong attention to detail
• Experience in healthcare, pharmacy, SaaS, e-commerce

The annual compensation is based on a number of factors and may vary depending on job-related knowledge, skills, experience and alignment to the market. 

We may use artificial intelligence (AI) tools to support certain aspects of our recruitment process, such as screening applications and reviewing resumes. These tools assist our hiring team and improve efficiency; however, they do not replace human evaluation. All final hiring decisions are made by our team. If you would like more information about how your data is processed, please contact us.

Pocketpills is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.