Retention and Customer Experience Lead

This is a fully remote position, open to applicants in Mexico, +4 more states.

📋 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, such as 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 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 continually 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 decisions that balance customer satisfaction with business objectives.

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

• Work closely 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 boost 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, ideally in a senior or lead position.

• Exceptional English communication skills, both written and verbal.

• Proven 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.

• Ability to handle challenging customer conversations with empathy while safeguarding company interests.

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

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

• Excellent organizational skills and meticulous attention to detail.

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

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

• Familiarity with online education or EdTech is a plus.

• Experience in high-ticket B2C sales environments is advantageous.

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

• Knowledge of CRM platforms like HubSpot, Salesforce, or similar systems is beneficial.

• Experience with subscription or installment payment models is advantageous.

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

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

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

• Availability 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.

• Flexibility to work from wherever you're most productive.

• Supportive and flexible work environment.

• Collaborative international team.

• Gym membership reimbursement.

• Mental health support.

• Generous paid vacation allowance.

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