Retention and Customer Experience Lead

🔥 0 minutes ago

🌐 Mexico, Brazil, +3 more countries – Remote

🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote 🇨🇷 Costa Rica – Remote 🇪🇨 Ecuador – Remote 🇭🇳 Honduras – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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ELVTR

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📚 Education

Consulting • Marketing • Education

ELVTR is an online education platform that revolutionizes learning by connecting students with industry-leading experts through live virtual classrooms. Focused on providing practical knowledge, ELVTR offers a wide range of courses, including AI product design, UX/UI for gaming, creative advertising, and more, with content driven 100% by instructors. This approach allows ELVTR to provide personalized feedback and hands-on assignments, enabling students to develop marketable skills and build impressive portfolios. With a mission to disrupt traditional education, ELVTR emphasizes networking, community discussions, and individual growth opportunities.

📋 Description

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience • Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions • Recover overdue installment payments by proactively engaging customers and resolving billing-related issues • Partner with the Billing team to reduce payment defaults, chargebacks, and outstanding balances • Analyze root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations • Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes • Track and report retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention • Handle escalated customer cases using data-driven decisions that balance customer satisfaction with business objectives • Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards • Collaborate with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience • Identify opportunities to automate retention processes and improve operational efficiency • Own retention KPIs and implement initiatives that improve revenue recovery and reduce financial 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 English communication skills, written and spoken • Proven experience supporting customers in the US market • Strong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenue • Experience managing refund requests, payment recovery, billing issues, and installment collections • Ability to navigate difficult customer conversations with empathy while protecting company interests • Data-driven mindset with ability to analyze retention metrics and identify improvement opportunities • Strong ownership, problem-solving, and decision-making skills • Excellent organizational skills and attention to detail • Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams • Previous leadership, mentoring, or process improvement experience is a strong plus • Experience in online education or EdTech is nice to have • Experience in high-ticket B2C sales environments is nice to have • Previous experience leading or mentoring a retention team is nice to have • Familiarity with CRM platforms such as HubSpot, Salesforce, or similar systems is nice to have • Experience with subscription or installment payment models is nice to have • Knowledge of billing operations, chargebacks, and payment recovery processes is nice to have • Experience analyzing customer retention metrics to drive business improvements is nice to have • Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms, is nice to have • Ability to work 9 AM–6 PM EST

🏖️ Benefits

• Competitive salary • Performance-based bonuses • Opportunities for career advancement • Free access to ELVTR courses • Ongoing professional development opportunities • Career growth within one of the world's fastest-growing online education companies • Work from wherever you're most productive • Flexible and supportive work environment • Collaborative international team • Gym membership reimbursement • Mental health support • Generous paid vacation allowance • Equal opportunity employer committed to creating a diverse and inclusive workplace