Sr. Customer Retention Specialist

1 hour, 58 minutes ago
Full-time
Mid Level
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Handle complex and high-risk customer interactions with a focus on retention and resolution.
  • Proactively engage customers showing negative CSAT scores, cancellation intent, or churn signals.
  • Manage escalations when Team Leads or Managers are unavailable.
  • Deliver high-quality support across calls, chat, and tickets while meeting SLAs and customer care standards.
  • Guide team members on live customer issues and support team channels such as Slack and Zoom rooms.
  • Identify recurring customer issues and share actionable feedback to improve processes, customer journeys, and retention strategies.
  • Develop strong expertise in HighLevel products, tools, and workflows.
  • Create and improve support resources such as canned responses, scripts, and guides.
  • Monitor unassigned conversations and ensure timely follow-up on customer issues.
  • Contribute to team initiatives and projects that improve customer experience.

Requirements

  • 3–5 years of experience in customer care, support, or retention roles.
  • Strong experience with the HighLevel platform and tools.
  • Experience handling escalations and complex customer scenarios.
  • Familiarity with customer support tools and communication platforms, including Slack, Zoom, and CRM systems.
  • Strong customer-first mindset with a focus on retention and satisfaction.
  • Ability to handle difficult conversations and de-escalate effectively.
  • Solid understanding of customer care processes and tools.
  • Strong problem-solving and decision-making skills.
  • Ability to work independently with minimal supervision.
  • Clear and effective communication skills.
  • High accountability and ownership.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Technical Customer Success

Connecteam 251-1K Diversified Telecommunication Services

Connecteam is seeking a Professional Service Manager to deliver client-facing implementation and support services for its business management platform used by deskless workforces.

14 minutes ago

Customer Success Engineer (Kotlin Multiplatform)

JetBrains 1K-5K Internet Software & Services

JetBrains is hiring a Customer Success Engineer to guide engineering teams through adopting Kotlin Multiplatform from evaluation to production and to feed customer insights back into product and tooling improvements.

Android iOS Kotlin
31 minutes ago

Retention Specialist

Medical Guardian 51-250 Health Care Providers & Services

Medical Guardian is hiring fully remote retention specialists to handle customer calls and help retain existing members through issue resolution, agreement renegotiation, and repricing support.

54 minutes ago

VP Customer Care & Contact Center Shared Services

Horace Mann 1K-5K Insurance

Horace Mann is seeking a Vice President of Customer Care & Contact Center Shared Services to lead customer servicing operations and enterprise service modernization across Personal Lines and Life & Retirement.

59 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers