Senior Customer Retention Specialist

hace 2 semanas

Bogotá, Colombia TripleTen A tiempo completo

Description

TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics.

The Retention Department, unlike other departments, requires a constant process of feedback, verification, and error correction.

For this reason, the position of Senior Manager is based around four specific functions, from which certain tasks emerge:

  1. Quality control and team feedback.
  2. Data analysis focused on constant improvement and identifying risk patterns.
  3. Complementary collaboration with line specialists on difficult cases or those requiring more advanced solutions.
  4. Team management and development (hiring, dismissals, and other procedures related to the maintenance of the assigned team).

These functions are crucial for the proper functioning of the department; however, there are planning and strategy tasks that will be guided by the Head of the department, so the Senior Manager will never be working alone.

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 retention and other departments regarding student agreements.

Requirements

  • Have 1-3 years of experience in customer service, retention, or a similar role, with at least 1 year in a leadership capacity.
  • Possess excellent data analysis skills to interpret retention statistics and guide team improvements.
  • Be skilled at delivering feedback and coaching employees for performance improvements.
  • Have a strong background in handling client complaints, refunds, and high-pressure situations.
  • Demonstrate excellent verbal and written communication skills, particularly in managing sensitive situations.
  • Be able to make strategic decisions regarding hiring, team structuring, and policy updates.
  • Proficiency in English and Spanish is required.
  • Proficiency in Portuguese is a plus.
  • Be solution-oriented with high user empathy and a keen ability to turn around negative situations.

What we can offer you

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