Lead Retention Specialist

This is a fully remote position, open to applicants in Mexico, +1 more state.

📋 Description

• Take ownership of the customer retention process by managing refund requests while maximizing retained revenue and ensuring a positive customer experience.

• Negotiate alternatives to refunds, such as account credits, payment plans, partial refunds, course transfers, and other retention solutions.

• Proactively engage customers to recover overdue installment payments and resolve billing-related issues.

• Collaborate with the Billing department to minimize payment defaults, chargebacks, and outstanding balances.

• Analyze the root causes behind refund requests and payment failures, offering actionable insights to Sales, Product, and Operations teams.

• Develop and enhance retention strategies, workflows, communication scripts, and internal processes.

• Monitor and report on retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention.

• Manage escalated customer cases through data-driven decisions that balance customer satisfaction with business objectives.

• Coach and support the retention team by sharing best practices and reviewing customer interactions.

• Work in partnership with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience.

• Identify opportunities to automate retention processes and enhance operational efficiency.

• Own retention KPIs and implement initiatives that improve revenue recovery and minimize financial losses.

⛳️ Requirements

• A minimum of 3 years of experience in Sales Retention, Customer Retention, Customer Success, or a related field.

• Exceptional English communication skills, both written and spoken.

• Demonstrated experience in supporting customers within the US market.

• Strong negotiation and objection-handling abilities, with a history of reducing refunds and recovering revenue.

• Experience in managing refund requests, payment recovery, billing issues, and installment collections.

• Capacity to navigate challenging customer conversations with empathy while safeguarding company interests.

• A data-driven approach with the ability to analyze retention metrics and pinpoint areas for improvement.

• Strong ownership, problem-solving, and decision-making capabilities.

• Excellent organizational skills and attention to detail.

• Experience in collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams.

• Prior leadership, mentoring, or process improvement experience is a significant advantage.

• Experience in online education or EdTech is a plus.

• Familiarity with high-ticket B2C sales environments is advantageous.

• Previous experience in leading or mentoring a retention team is beneficial.

• Familiarity with CRM platforms like HubSpot, Salesforce, or similar systems is a plus.

• Experience with subscription or installment payment models is desirable.

• Knowledge of billing operations, chargebacks, and payment recovery processes is a plus.

• Experience in analyzing customer retention metrics to drive business improvements is a plus.

• Comfortable working in a fast-paced, performance-driven environment is a plus.

• Experience collaborating across Sales, Finance, Product, and Customer Success teams is advantageous.

• Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms, is a plus.

• Ability to work from 9 AM to 6 PM EST.

🏝️ Benefits

• Competitive salary.

• Performance-based bonuses.

• Opportunities for career advancement.

• Free access to ELVTR courses.

• Ongoing professional development opportunities.

• Career growth within one of the world's fastest-growing online education companies.

• Work from wherever you're most productive.

• Flexible and supportive work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.

• Equal opportunity employer committed to fostering a diverse and inclusive workplace.