Lead Retention Specialist

Job not on LinkedIn

🔥 1 hour ago

🇺🇦 Ukraine – Remote

💵 $2k - $3k / month

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Talent First

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

🔒 Cybersecurity

👥 HR Tech

Recruitment • Cybersecurity • HR Tech

Talent First is a global tech recruitment and outstaffing agency that serves industry leaders and fast-growing startups worldwide. Headquartered in London, it has a significant presence with offices in the United States, Israel, Ukraine, Brazil, Bulgaria, and Estonia. The company specializes in providing cybersecurity expertise and 24/7 operational security teams. Its services include tailored outstaffing solutions, technical recruitment for roles from Junior to Executive levels, and managing 24/7 SOC, NOC, Help Desk, and Technical Support teams. Talent First aims to help businesses build efficient workforces by leveraging a global talent pool and providing cost-effective staffing solutions.

📋 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 the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams • Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes • Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention • Handle escalated customer cases, making 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 • Take ownership of retention KPIs while testing and implementing 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, both 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 • A data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvement • 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 the online education or EdTech industry • Experience in high-ticket B2C sales environments • Previous experience leading or mentoring a retention team • Familiarity with CRM platforms such as HubSpot, Salesforce, or similar systems • Experience working with subscription or installment payment models • Knowledge of billing operations, chargebacks, and payment recovery processes • Experience analyzing customer retention metrics to drive business improvements • Comfortable working in a fast-paced, performance-driven environment • Experience collaborating across Sales, Finance, Product, and Customer Success teams • Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms

🏖️ Benefits

• Performance-based bonuses • Opportunities for career advancement • Free access to ELVTR courses • Ongoing professional development opportunities • Career growth within ELVTR • Flexible and supportive work environment • Collaborative international team • Gym membership reimbursement • Mental health support • Generous paid vacation allowance