Senior Customer Retention Specialist (Work From

Varsity Tutors; Córdoba; A distancia; USD 25.000 - 35.000; Jornada completa

Descripción de la vacante

Varsity Tutors is seeking a Senior Customer Retention Specialist for a fully remote role. This position involves advocating for clients, managing accounts, and increasing retention through effective communication and problem-solving. Successful candidates will have a strong background in customer management and the ability to work independently in a fast-paced environment.

Servicios

Competitive hourly rate ($12/hr USD)

Collaborative, feedback-rich environment with training

Opportunity to impact global education

Formación

• 3+ years experience with high-level escalations in account management or client relations.
• Excellent verbal and written communication skills.
• Ability to work independently and multi-task.

Responsabilidades

• Manage high-volume inbound calls supporting current customers.
• Deflect cancellation requests with solutions-oriented approaches.
• Own and retain at-risk customers to prevent cancellations.

Conocimientos

Fluent in English

Problem-solving skills

Conflict management

High empathy

Strong communication skills

Educación

Experience in education, teaching, or tutoring

Descripción del empleo

Senior Customer Retention Specialist (Work From Home)

Varsity Tutors, a Nerdy company, is looking for international Senior Retention Specialists based in Argentina to join our team! Varsity Tutors is transforming how people learn with innovative technology, offering a full suite of personalized learning products. Our award-winning online and mobile platforms connect students and professionals worldwide for personalized instruction to achieve their goals. Join our fast-growing team and help people access the educational support they need!

Position Overview

Senior Retention Specialists advocate for Varsity Tutors' clients by assessing needs, managing accounts to boost engagement, and increasing retention through empathetic issue resolution. This full-time, remote role focuses on retaining existing customers during high-level escalations. You will collaborate closely with sales and training teams to ensure a positive client experience.

Location

Fully Remote - Based in Argentina

Qualifications

• Fluent in English
• 3+ years experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone
• Education, teaching, or tutoring experience is preferred but not required
• High empathy and emotional intelligence to understand educational needs and recommend products/services
• Strong problem-solving skills and adaptability in a fast-paced environment
• Conflict management skills with high-level judgment in managing customer issues
• Ability to remain calm and professional under stress
• Excellent verbal and written communication skills
• Ability to work independently and multi-task
• Equipment: PC or Mac with 8 GB RAM
• Network: High-speed Internet (50 Mbps download, 10 Mbps upload) via wired connection; no Wi-Fi, satellite, or cellular hotspots

Responsibilities

• Manage high-volume inbound calls supporting current customers
• Deflect cancellation requests with solutions-oriented approaches
• Own and retain at-risk customers to prevent cancellations
• Address complaints, increase satisfaction, and secure renewals
• Achieve onboarding, retention, and engagement targets
• Assess client needs and recommend educational products/services
• Build strong relationships with students and families
• Maintain accurate client records for follow-up
• Communicate effectively with internal teams and customers
• De-escalate challenging situations
• Implement coaching and feedback to improve customer experience

Leadership Principles

• Relentless Focus on Customers
• Comfort with Ambiguity
• Ownership
• Simplify
• Intellectual Curiosity
• Build Teams
• Think Big
• Insist on High Standards
• Bias for Action
• Build Trust
• Go Deep
• Have Conviction
• Deliver Results
• Are Right, a Lot

Benefits

• Competitive hourly rate ($12/hr USD)
• Full-time position (40 hours/week, evenings and weekends required)
• Fully remote
• Opportunity to impact global education
• Collaborative, feedback-rich environment with training