Senior Customer Retention Specialist (Work From

MS Coach Sandoval; Córdoba; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

An innovative company is seeking a Senior Customer Retention Specialist to enhance client engagement and satisfaction. In this fully remote role, you will advocate for customers, manage high-level escalations, and work closely with sales and training teams to ensure positive experiences. Your expertise in customer relations and problem-solving will be crucial as you handle inbound calls and deflect cancellations. This position offers a competitive hourly rate and the opportunity to make a significant impact on global learning while working in a collaborative environment that values feedback and growth.

Servicios

Competitive hourly rate

Fully remote position

Collaborative environment

Training opportunities

Formación

• 3+ years in customer relations or account management.
• Strong problem-solving and conflict management skills.

Responsabilidades

• Handle high-volume inbound calls to support customers.
• Take ownership of at-risk customers to prevent cancellations.
• Build strong relationships with students and families.

Conocimientos

Fluent in English

Customer Escalation Management

Problem-Solving Skills

Conflict Management

Emotional Intelligence

Communication Skills

Ability to Multi-task

Educación

Experience in Education or Tutoring

Herramientas

PC or Mac

High-Speed Internet

Descripción del empleo

Senior Customer Retention Specialist (Work From Home)

Varsity Tutors

Overview: 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, helping them achieve their goals. Join our fast-growing team and help people access the educational support they need!

Role: Senior Retention Specialists act as advocates for Varsity Tutors’ clients, assessing needs, managing accounts to boost engagement, and increasing retention through empathetic issue resolution. This full-time, remote position focuses on retaining existing customers during high-level escalations. Senior Retention Specialists collaborate closely with sales and training teams to ensure positive client experiences.

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 and sound 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), wired connection only

Responsibilities:

1. Handle high-volume inbound calls to support customers
2. Deflect cancellations with solutions-oriented approaches
3. Take full ownership of at-risk customers to prevent cancellations
4. Address complaints to increase satisfaction and secure renewals
5. Meet onboarding, retention, and engagement targets
6. Assess client needs and recommend suitable educational products/services
7. Build strong relationships with students and families
8. Manage client records for follow-up
9. Communicate effectively with team and clients
10. De-escalate challenging situations
11. Implement coaching and feedback to improve customer experience

Varsity Tutors 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 (40 hours/week, evenings and weekends required)
- Fully remote position
- Opportunity to impact global learning
- Collaborative, feedback-rich environment with training