Retention Specialist (English & Punjabi)

About the role

Bobtail, a supply-chain software company focused on reducing inefficiencies, fraud, waste and abuse, is looking for a Retention Specialist fluent in English and Punjabi. The role centres on keeping existing customers, reducing churn and improving brand loyalty.

Key responsibilities

• Maintain long-lasting customer relationships and monitor adoption and satisfaction through outreach
• Work with the team to lower churn, raise retention rates and strengthen brand loyalty
• Resolve customer issues and complaints promptly, coordinate with relevant departments and follow up
• Identify at-risk customers, build and run retention strategies, and collect feedback for product and marketing teams
• Monitor personal and termination emails and respond to requests in a timely way
• Document interactions, feedback and resolutions in the CRM and report on retention results
• Spot upsell and cross-sell opportunities and share information on complementary offers and new products
• Keep a deep knowledge of the products and services to educate customers

Required profile

• 1-3 years of experience in retention, with 1-3 years in SaaS and B2B environments
• Bachelor's degree in a relevant field such as business, marketing or customer service
• Excellent written and spoken English and Punjabi
• Prior US trucking industry experience is a plus

Required skills

• Sales skills
• Active listening, good time management and communication
• Critical thinking, problem solving, attention to detail and data orientation
• Compassion, patience, resilience, ethical conduct and cultural sensitivity

What we offer

• Monthly mental break day
• Paid time off
• Work from home (or wherever)
• Parental leave