Lead Retention Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

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

• Negotiate alternatives to refunds, which may include account credits, payment plans, partial refunds, course transfers, and other retention strategies.

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

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

• Analyze the underlying causes of refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams.

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

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

• Address escalated customer cases, making informed, data-driven decisions that align customer satisfaction with business objectives.

• Coach and support the retention team by sharing best practices, reviewing customer interactions, and upholding high communication standards.

• Work cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience.

• Identify opportunities for automating retention processes and enhancing operational efficiency.

• Assume responsibility for retention KPIs while testing and implementing initiatives to improve revenue recovery and reduce 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 verbal and written.

• Demonstrated experience in supporting customers within the US market.

• Strong negotiation and objection-handling abilities with a proven track record of reducing refunds and recovering revenue.

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

• Capable of navigating challenging customer conversations with empathy while safeguarding company interests.

• A data-driven approach with the ability to analyze retention metrics and identify improvement opportunities.

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

• Excellent organizational skills with a keen attention to detail.

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

• Previous leadership, mentoring, or process improvement experience is highly advantageous.

• Familiarity with the online education or EdTech sector.

• Experience in high-ticket B2C sales environments.

• Prior experience leading or mentoring a retention team.

• Knowledge of CRM platforms such as HubSpot, Salesforce, or similar systems.

• Experience working with subscription or installment payment models.

• Understanding of billing operations, chargebacks, and payment recovery processes.

• Experience in analyzing customer retention metrics to drive business enhancements.

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

• Collaborative experience across Sales, Finance, Product, and Customer Success teams.

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

🏝️ 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.

• Flexibility to work from wherever you are most productive.

• A supportive and flexible work environment.

• Work within a collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.