We're an innovative education technology company transforming how people learn through cutting-edge technology. Our award-winning online and mobile learning platforms connect students and professionals worldwide with personalized instruction to achieve any goal. Join our fast-growing team and make a difference in people's educational journeys!
About The Role
As a Senior Retention Specialist, you'll be an advocate for our clients, assessing their needs, managing accounts to drive customer engagement, and increasing retention through efficient and empathetic issue resolution. This remote, temp-to-hire position (with paid training) focuses on retaining existing customers during high-level escalations. You'll work closely with our sales and training teams to ensure a positive experience for our clients.
Location: Fully Remote - USA-based
Qualifications
3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism (preferably over the phone)
Education, teaching, or tutoring experience is a plus
High empathy and emotional intelligence
Strong problem-solving skills and ability to adapt quickly in a fast-paced environment
Excellent conflict management skills and high-level judgment
Ability to remain calm and professional in stressful situations
Outstanding verbal and written communication skills
Self-motivated with strong multitasking abilities
High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection
Responsibilities
Manage a high volume of inbound phone calls to support current customers
Address cancellation requests with a solutions-oriented approach
Take full ownership of at-risk customers
Handle complaints to increase satisfaction and secure renewals
Meet client onboarding, retention, and engagement targets
Assess client needs and recommend appropriate educational products and services
Build strong relationships with students and families
Maintain accurate client records for proper follow-up
Communicate effectively with internal teams and external customers
De-escalate challenging situations regularly
Implement coaching and feedback to provide high-quality customer experiences
What We Offer
$40,000 base salary
Monthly variable compensation based on targets (plus unlimited bonus potential)
Comprehensive benefits package for full-time positions, including:
Health insurance
401k matching plan
Paid Time Off (PTO)
Free access to tutoring and online educational resources
Fully remote work environment
Opportunity to help transform global learning
Fast-paced, collaborative team environment
Extensive training and a feedback-rich culture
Join us in our mission to revolutionize education and make a lasting impact on learners worldwide. If you're passionate about education, customer service, and technology, we'd love to hear from you!
Employment Type: Full-Time
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Human Resources Services
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