Lead Retention Specialist
RemoteMexico or Brazil
Job Summary
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 closely 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 thoughtful, 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 cross-functionally 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.
Required Qualifications
- 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
Desired Qualifications
- 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
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