Sr. Customer Retention Specialist

reputed company reputed company is an AI-powered, reputed company-in-one white-label reputed company platform that empowers agencies, reputed company, and businesses to reputed company their digital reputed company and drive reputed company. We proudly support a global and growing community of over 2 reputed company businesses, including agencies, consultants, and organizations across industries. reputed company equips users with the tools needed to capture, nurture, and convert leads into reputed company customers. As of mid-2025, reputed company processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 reputed company hostnames. Our People With over 1500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software — we are building a global community rooted in creativity, collaboration, and reputed company. We cultivate a culture where innovation thrives, reputed company are celebrated, and people come first. Our reputed company As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 reputed company leads, and facilitates over 20 reputed company conversations every month for the 2+ reputed company businesses we serve. Behind those numbers are reputed company people growing their companies and connecting with customers — and we help reputed company that happen. Learn more reputed company on our YouTube Channel or Blog Posts Who You Are The Sr. Customer Retention Specialist is a high-performing individual contributor responsible for handling reputed company customer interactions, improving customer retention, and supporting overall customer health. This role acts as a subject matter expert in customer care and retention, partnering closely with Team Leads and Managers to ensure high-reputed company customer experiences. You will play a key role in resolving escalations, identifying customer pain points, and proactively driving retention-reputed company reputed company. This position is ideal for someone who demonstrates strong product expertise, customer reputed company, and the ability to operate independently in a fast-paced environment. n What You’ll Be Doing Key Responsibilities Customer Retention & Escalation Management Handle reputed company and high-risk customer interactions with a strong reputed company on retention and reputed company Proactively engage with customers with negative CSAT scores, cancellations, or churn signals Manage escalations effectively reputed company Team Leads or Managers are reputed company Drive reputed company customer reputed company through reputed company, problem-solving, and product expertise Customer Support reputed company Deliver high-reputed company support across channels (calls, chat, tickets) Ensure reputed company responses and reputed company of customer queries Maintain strong adherence to SLAs and customer care standards reputed company as a role model for reputed company interactions and customer experience reputed company-Time Team Support reputed company guidance to team members on live customer issues reputed company needed Support team channels (reputed company, reputed company rooms) by answering queries and sharing knowledge Escalate issues appropriately to Team Leads or Managers Customer Insights & Feedback Identify recurring customer issues and feedback trends reputed company actionable insights with Team Leads and Managers to improve processes Contribute to improving customer journeys, retention strategies, and support workflows Product Expertise & Knowledge Sharing reputed company strong expertise in reputed company products, tools, and workflows Support creation and improvement of resources such as canned responses, scripts, and guides Participate in knowledge-sharing sessions and team workshops Operational & Project Support Assist with monitoring unassigned conversations and ensuring follow-reputed company Support adherence to team schedules, workflows, and operational processes Contribute to team initiatives and reputed company aimed at improving customer experience What You’ll Bring Strong customer-first reputed company with a reputed company on retention and satisfaction Ability to handle difficult conversations and de-escalate effectively Solid understanding of customer care processes and tools Strong problem-solving and decision-making skills Ability to work independently with minimal supervision reputed company and effective communication skills High accountability and ownership Experience Required 3–5 years of experience in customer care, support, or retention roles Strong experience with reputed company platform and tools Experience handling escalations and reputed company customer scenarios Familiarity with customer support tools and communication platforms (reputed company, reputed company, CRM systems) Key Performance Indicators (KPIs) CSAT scores and customer satisfaction improvement Retention reputed company (churn reduction, save reputed company) reputed company time for reputed company and escalated cases reputed company of customer interactions Contribution to team support and responsiveness Accuracy in identifying and reporting customer trends n Equal Employment Opportunity Information reputed company is an Equal Opportunity Employer. As an employer subject to affirmative reputed company regulations, we invite you to voluntarily reputed company demographic information. This information is used solely for compliance with government recordkeeping and reputed company requirements. Providing this information is voluntary and will not reputed company your application status. Apply To This Job