Lead Retention Specialist

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

📋 Description

• Take charge 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.

• Actively engage with customers to recover overdue installment payments and address billing-related issues.

• Collaborate 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.

• Create 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 using data-driven decision-making that strikes a balance between customer satisfaction and business objectives.

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

• Work in partnership with Sales, Customer Success, Finance, Legal, and Operations teams.

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

• Own retention KPIs and implement initiatives aimed at improving revenue recovery and minimizing financial losses.

⛳️ Requirements

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

• Exceptional English communication skills, both written and verbal.

• 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.

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

• Ability to analyze retention metrics and pinpoint opportunities for improvement.

• Strong sense of ownership, problem-solving abilities, and decision-making skills.

• Excellent organizational skills and 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 desirable.

• Experience in online education or EdTech is a plus.

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

• Previous experience leading or mentoring a retention team is a plus.

• Knowledge of CRM platforms such as HubSpot or Salesforce is beneficial.

• Experience with subscription or installment payment models is an asset.

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

• Experience in analyzing customer retention metrics is advantageous.

• Familiarity with AI-powered customer support or sales tools is a plus.

🏝️ 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 flexible and supportive work environment.

• A collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.

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