Job Description
Job Title: Senior Retention Specialist
Overview:
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
Salary: $ 480,000.00 Per Year
Job Tags
Full time, Temporary work, Work from home, Worldwide,