Customer Retention Lead
hace 2 semanas
At TripleTen, we're dedicated to helping people change their lives and succeed in technology. We're an award-winning online school among technology bootcamps, offering flexibility in studies, career mentoring, resume and portfolio preparation, and a guarantee of employment after the course.
We have an exciting opportunity for a Senior Customer Retention Specialist who will play a key role in ensuring customer satisfaction and retention. As part of our Retention Department, you'll be responsible for driving customer engagement, resolving issues promptly, and providing exceptional support to our students.
The ideal candidate will have 1-3 years of experience in customer service, retention, or a similar role, with at least 1 year in a leadership capacity. You'll possess excellent data analysis skills to interpret retention statistics and guide team improvements. Strong communication and problem-solving skills are also essential, as you'll need to manage sensitive situations and make strategic decisions regarding hiring, team structuring, and policy updates.
We offer a competitive salary of $65,000 - $85,000 per annum, depending on location and experience. As a remote worker, you'll enjoy a comfortable digital office with modern tools like Slack, Notion, Zoom, Hubspot, and HiBob. Our diverse and tight-knit team is spread across the US, Israel, LatAm, and more.
Key Responsibilities:
- 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.
- Maintain communication standards for all customer interactions.
- Continuously refine communication skills based on feedback for better outcomes.
- Ensure critical information exchange between retention and other departments regarding student agreements.
Requirements:
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving skills.
- Proficiency in English and Spanish is required, proficiency in Portuguese is a plus.
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