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Lead Retention Specialist

1 month, 1 week ago
Mexico, Brazil
Full-time
Lead
Customer Success
Customer and Technical Support
HubSpot Salesforce
Apply Now
ELVTR

ELVTR

ELVTR is transforming the education sector by offering live online classes taught by experienced industry leaders to aspiring professionals.

Diversified Consumer Services
51-250
Founded 2020
View All Jobs 6

Description

  • Own the customer retention process, including refund requests, retained revenue, and customer experience.
  • Negotiate alternatives to refunds, such as credits, payment plans, partial refunds, and course transfers.
  • Recover overdue installment payments and resolve billing-related issues.
  • Partner with Billing to reduce payment defaults, chargebacks, and outstanding balances.
  • Analyze refund and payment-failure root causes and share insights with Sales, Product, and Operations.
  • Develop and improve retention strategies, workflows, scripts, and internal processes.
  • Track and report retention metrics, including refund rates, recovered revenue, installment recovery, and chargeback prevention.
  • Handle escalated customer cases using data-driven decisions that balance customer and business needs.
  • Coach retention team members, review customer interactions, and share best practices.
  • Collaborate with Sales, Customer Success, Finance, Legal, Billing, and Operations to improve customer outcomes.
  • Identify automation opportunities and implement initiatives that improve revenue recovery and reduce losses.

Requirements

  • 3+ years of experience in sales retention, customer retention, customer success, or a related field, preferably in a senior or lead role.
  • Excellent written and spoken English communication skills.
  • Experience supporting customers in the US market.
  • Strong negotiation and objection-handling skills with experience reducing refunds and recovering revenue.
  • Experience handling refunds, payment recovery, billing issues, and installment collections.
  • Ability to manage difficult customer conversations empathetically while protecting company interests.
  • Data-driven approach with the ability to analyze retention metrics and identify improvements.
  • Strong ownership, problem-solving, decision-making, organization, and attention to detail.
  • Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams.
  • Leadership, mentoring, or process improvement experience preferred.
  • Online education, EdTech, high-ticket B2C sales, subscription, or installment-payment experience preferred.
  • Familiarity with HubSpot, Salesforce, AI-powered customer support tools, or conversation intelligence platforms preferred.

Benefits

  • Competitive salary, performance-based bonuses, and career advancement opportunities.
  • Full-time remote-first role with a flexible and supportive international work environment.
  • Free access to ELVTR courses and ongoing professional development.
  • Gym membership reimbursement and mental health support.
  • Generous paid vacation allowance.
  • Opportunities to grow within a rapidly expanding online education company.

Interested in this position?

Apply directly on the company website

Apply Now

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