We are looking to hire a Customer Retention Specialist. The main function of this manager is to work with all REFUNDS and DROP OUT cases (students who stopped paying but have not submitted any return request).

Please submit all resumes or CV's in English.

What you will do:

• Reach out to customers promptly, following SLA standards.
• Ensure commitment to each customer for achieving desired outcomes.
• Assign a dedicated manager to handle communication with each customer.
• Share daily reports on worked cases to enhance departmental processes.
• Log all case-related details accurately in the CRM system.
• Document provided solutions in Hubspot and direct them to relevant departments via Jira.
• Use company resources exclusively for communication purposes.
• Maintain communication standards for all customer interactions.
• Continuously refine communication skills based on feedback for better outcomes.
• Ensure critical information exchange between crisis managers and other departments regarding student agreements.

Requirements:

• Advanced level of English (C1) and Spanish (C1).
• High listening skills (every detail mentioned in the conversation with the client matters).
• Excellent level of argumentation and conviction.
• At a minimum, experience in the sales sector is required to be able to structure the conversation with customers.
• High level of problem solving.
• Ability to work with objections.
• Ability to work with emotions (emotional intelligence).
• A general understanding of the EdTech industry.

Nice to have:

• Work experience in a help desk, call center, and/or professions related to customer service.
• Portuguese knowledge.

What we can offer you:

• 100% remote collaboration.
• Professional development in the international team.
• A comfortable digital office. We use modern digital tools — Mattermost, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
• Diverse and tight-knit team spread out across the US, Israel, LatAm, and more!