Retention and Customer Experience Lead
New
E
ELVTREdTech
Mexico. Brazil. Costa Rica. Ecuador. Honduras, 9AM-6 PM ESTFull-TimeLead
SalaryCompetitive salary, Performance-based bonuses
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceNegotiationCustomer SuccessHubSpotCRM
Requirements
- 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field.
- Preferably in a senior or lead role.
- Excellent English communication skills, both written and spoken.
- Proven experience supporting customers in the US market.
- Strong negotiation and objection-handling skills.
- Experience managing refund requests, payment recovery, billing issues, and installment collections.
- Data-driven mindset with the ability to analyze retention metrics.
- Strong ownership, problem-solving, and decision-making skills.
- Excellent organizational skills and attention to detail.
- Experience collaborating with Sales, Billing, Finance, and Customer Success teams.
Responsibilities
- Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience.
- Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, and course transfers.
- Recover overdue installment payments by proactively engaging customers and resolving billing-related issues.
- Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances.
- Analyze root causes behind refund requests and payment failures to provide actionable insights to Sales, Product, and Operations teams.
- Develop and continuously improve retention strategies, workflows, and communication scripts.
- Track and report key retention metrics such as refund rates, retention rates, and recovered revenue.
- Handle escalated customer cases and make thoughtful, data-driven decisions.
- Coach and support the retention team by sharing best practices and reviewing interactions.
- Collaborate cross-functionally to ensure a seamless customer experience and identify automation opportunities.
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