20 meilleures offres (closer, langley, bc) (à pourvoir)

Senior Escalations & Retention Specialist
Pocketpills —Surrey, BC
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il y a 9 jours
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Vehicle Q/A Coordinator
Canada Drives —Langley, BC
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Corporate Events Manager (Bilingual) – Bring Events to Life!
OK Tire Stores Inc. —Surrey, BC
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Earls Langley —Langley, BC
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BC ECO PAVING INC. —Coquitlam, BC
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Earls Grandview Corners —Surrey, BC
- 18,25 $ de l’heure
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Earls Langley —Langley, BC
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Server
Earls Grandview Corners —Surrey, BC
- 18,25 $ de l’heure
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Bartender
Earls Grandview Corners —Surrey, BC
- 18,25 $ de l’heure
- Temps partiel
- Service
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Earls Langley —Langley, BC
- De 60 000 $ à 70 000 $ par an
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Server Assistant
Earls Grandview Corners —Surrey, BC
- 18,25 $ de l’heure
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Earls Langley —Langley, BC
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il y a 2 jours
Sous Chef
Earls Langley —Langley, BC
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Server
Earls Port Coquitlam —Port Coquitlam, BC
- De 18,25 $ à 25,00 $ de l’heure
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Earls Port Coquitlam —Port Coquitlam, BC
- De 18,25 $ à 20,00 $ de l’heure
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Dishwasher
Earls Grandview Corners —Surrey, BC
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Earls Guildford —Surrey, BC
- De 60 000 $ à 70 000 $ par an
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- Compétences en communication

Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : closer (langley, bc)

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Senior Escalations & Retention Specialist

Pocketpills -
Surrey, BC

Postuler rapidement

Détails du poste

Temps plein
Il y a 9 jours

Profil recherché

E-commerce
Logiciel-service
Intelligence artificielle
Compétences en communication
Négociation

Description complète du poste

We're looking for a sharp minded Escalations & Retention Specialist to own our highest-stakes customer moments — the ones where a customer is ready to walk. This is not a traditional customer service role. We need someone who thinks like a closer: someone who can de-escalate a frustrated customer, diagnose the real reason behind churn risk, and turn that conversation into a win — a saved customer, a repeat order, a restored relationship.
The ideal candidate has cut their teeth in a fast-paced, high-volume D2C environment where retention wasn't a KPI on a dashboard but a daily hustle — where they've had to think on their feet, negotiate outcomes, and genuinely win back customers who were ready to leave. If you know the difference between resolving a ticket and saving a customer, this role is for you.
Key Responsibilities

Own and resolve escalated customer complaints end-to-end, acting as the final point of contact before a customer churns
Proactively identify at-risk and high-value customers, and run structured win-back and retention plays to keep them
Negotiate outcomes with customers (credits, offers, alternatives) within defined guardrails — balancing customer satisfaction with business economics
Diagnose root causes behind escalations and repeat complaints, and drive fixes with internal teams rather than just closing tickets
Build genuine rapport with customers across phone, email, and chat to convert detractors into loyal, repeat customers
Track and report on save rates, churn drivers, escalation trends, and retention outcomes using CRM and support tools
Partner cross-functionally with Support, Product, Ops, and Marketing to flag systemic issues and improve the end-to-end customer journey
Continuously refine retention scripts, offers, and playbooks based on what's actually converting
Maintain composure, professionalism, and a solutions-first mindset even in high-pressure, high-emotion conversations

What Sets You Apart

2–4 years of experience in a strong D2C / e-commerce business, ideally in a retention, escalations, or high-touch customer-facing role with clear ownership of save/win-back metrics
A proven track record of winning back customers — not just closing tickets or following a script
Strong negotiation and persuasion skills; comfortable making judgment calls in real time
Sharp problem-solving instincts — you dig into why a customer is upset, how could this be impacting others, not just what they're upset about
Data-driven approach: comfortable tracking save rates, churn metrics, and using data to justify decisions
Excellent verbal and written communication skills, with the composure to handle high-emotion conversations
Comfortable working with CRM/support tools and moving fast in a high-volume environment
Experience in healthcare, pharmacy, SaaS, or e-commerce is a strong plus
A completed graduation degree is mandatory

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.

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Senior Escalations & Retention Specialist

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Supervisor/lead

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Server Assistant

Hiring Day August 4+5 - Service Team

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Server

Bartender

Dishwasher

Assistant General Manager

Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : closer (langley, bc)

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