Overview
Operations & Retention Coordinator Jobs in Toronto at InCom
Operations & Retention Coordinator
InCom Real Estate Web & e-Marketing Solutions – Toronto
InCom Real Estate Web & e-Marketing Solutions is a leading provider of real estate websites, CRM systems, and digital marketing solutions for agents, teams, and brokerages across Canada and the United States.
We are looking for a highly organized, proactive Operations & Retention Coordinator to support day-to-day business operations, improve internal processes, and help ensure our clients receive an exceptional experience that supports long-term retention and growth.
This role works directly with the President and collaborates with sales, support, onboarding, billing, and development teams.
Key ResponsibilitiesOperations Coordination
- Support daily operational workflows across onboarding, production, support, and billing teams
- Help identify process gaps and recommend improvements to increase efficiency and reduce delays
- Track internal KPIs, service timelines, and operational reporting
- Coordinate cross-department communication and follow up on action items
- Assist leadership with special projects and operational initiatives
Client Retention & Success
- Monitor client satisfaction and help proactively address concerns before escalation
- Support retention initiatives to reduce cancellations and improve client experience
- Review retention and churn reports and identify trends
- Coordinate client check-ins and follow-up processes
- Work with the Billing team to resolve client account and billing concerns
Reporting & Process Improvement
- Prepare weekly operational and retention reports for leadership
- Assist with documenting SOPs, internal procedures, and training materials
- Help improve workflows, automation, and internal systems
Ideal Candidate
- 2–3 years of experience in operations, client success, account coordination, retention, or administration
- Strong organizational, communication, and problem-solving skills
- Ability to manage multiple priorities and follow through on details
- Comfortable working with CRM systems, dashboards, spreadsheets, and internal tools
- Detail-oriented, proactive, and solution-focused
- Experience in SaaS, technology, digital marketing, or real estate is an asset
- Excellent English communication skills (written and verbal)
What We Offer
- Competitive salary based on experience
- Performance bonuses tied to retention and operational KPIs
- Growth opportunities into senior operations or management roles
- Stable, established company with clients across North America
- Collaborative and professional work environment
- Convenient location – 2 min walk from Sheppard West station
Job Type: Full-time
Pay: $55,000.00-$72,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor’s Degree (preferred)
Experience:
- operations, client success, retention, or administration: 2 years (required)
Work Location: In person
Title: Operations & Retention Coordinator
Company: InCom
Location: Toronto
