Retention Specialist (Bilingual)

Paystone is a London, Ontario-based company, but we’re hiring everywhere now. If location isn’t important to you, it isn’t to us either. Paystone started in the payment processing industry and has since expanded to include gift cards, loyalty, reputation management, and marketing. We’re looking for a Retention Specialist to join our team and help drive customer success.

Role Summary
As a Retention Specialist at Paystone, you will play a key role in ensuring our clients have a positive, long-term relationship with our services. You will be responsible for effectively managing client requests, improving retention rates, and enhancing customer satisfaction. This position requires strong communication and problem-solving skills, with an emphasis on client engagement and collaboration with internal teams.

Key Responsibilities:

• Efficiently manage time and prioritize high-priority client requests.
• Ensure prompt and responsive communication with all clients to support retention efforts.
• Focus on reducing closure requests and prioritizing long-term account retention.
• Handle inbound and outbound client interactions through the CRM.
• Manage support team requests via phone and email, providing solutions and guidance.
• Lead and execute ongoing client engagement campaigns that drive retention and satisfaction.

Required Skills & Qualifications:

• Strong communication, persuasion, and problem-solving abilities.
• Proven experience in customer service, with a track record of client retention.
• Strong written and verbal communication skills in both English and French.
• Experience in a call center environment, preferably within customer support.
• Background in the payments or fintech industry is an asset.
• Proficiency in CRM tools, preferably Salesforce.
• Strong critical thinking and decision-making skills to support client needs.

At Paystone, we believe in fostering an inclusive environment and encourage applicants from all backgrounds and experiences to apply. We value life experiences that shape individuals, not just formal qualifications.

Perks & Benefits

• Compensation tied to market data
• We reward for contribution
• Everyone gets equity
• Flexible Time-off
• We’re committed to career development
• Work from home

Our Mission

By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

Curious?

Good! We want all the curiosity we can muster. Innovation stems from observation and questioning, so be eager, be innovative, and be ready to raise the bar.

Come check us out!!

paystone.com

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get.nicejob.com

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**