Customer Support, Retention Specialist

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November 6

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ScaleSource

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Recruitment • HR Tech • B2B

ScaleSource is a remote staffing and hiring platform that connects U. S. employers with vetted international, timezone-aligned professionals for long-term roles. The company focuses on dedicated, reliable team members (not freelancers or temps), offering candidate sourcing, vetting, and payroll/administrative support to simplify hiring and reduce costs. ScaleSource positions itself as a B2B solution for businesses seeking scalable, remote talent and ongoing team growth.

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

📋 Description

• Manage customer retention initiatives, ensuring high renewal and satisfaction rates. • Identify clients at risk of churn and take proactive steps to resolve issues or concerns. • Communicate with customers via phone, email, or virtual meetings to build strong relationships. • Collaborate with internal teams to resolve escalations and improve customer experience. • Track and analyze retention metrics, customer feedback, and engagement trends. • Maintain accurate records of interactions and follow-ups in CRM or customer management tools. • Support the development of loyalty programs, feedback systems, and communication campaigns. • Provide insights and suggestions to leadership based on recurring customer needs or challenges.

🎯 Requirements

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience). • 2–4 years of experience in customer success, retention, or account management. • Strong communication and relationship-building skills in English (verbal and written). • Excellent problem-solving abilities with a proactive, customer-focused mindset. • Highly organized, detail-oriented, and able to handle multiple priorities. • Comfortable using CRM systems, spreadsheets, and reporting tools. • Experience in service-based or franchise industries. • Familiarity with customer engagement and retention strategies. • Bilingual (English/Spanish) preferred. • Data-driven approach to decision-making and reporting.