Pocketpills is Canada's leading telehealth and online pharmacy platform. We are revolutionizing healthcare in Canada by combining personalized care with innovative proprietary technology. As a team of healthcare professionals, technologists, and care specialists, we work to provide personalized care, support, and timely medications for our members.
Through our easy-to-use app and website, members can consult with certified healthcare professionals, request treatments, fill prescriptions, and order refills—wherever and whenever they need. With a presence across multiple provinces, we are committed to making healthcare more accessible and affordable for all Canadians. With over 2 million prescriptions filled and delivered and more than one million registered users, 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.
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 professionals
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
Compensation & Status• Hourly Rate: $22.00 – $30.00/hour (based on experience, knowledge, skills, and market alignment)
- Status: Full-time, 40 hours/week
- Location: Mississauga, ON,
- Availability: Monday to Friday
- Hours: 8:00 am – 4:00 pm EST
This job posting is for existing vacancies.
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 in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). 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.
