Remote Retention & Customer Experience Lead

ELVTR; Philippines; Remote; PHP 3,681,000 - 5,521,000; Full time

Benefits offered by this job

Competitive compensation

Career growth opportunities

Remote-first culture

Health & wellbeing benefits

Job summary

ELVTR is seeking an experienced Retention and Customer Experience Lead to build lasting relationships with learners while maximizing satisfaction and long-term revenue. This full-time, remote role follows a 9 AM-6 PM EST schedule, collaborating with Sales, Finance, Customer Success, Billing and Operations to refine retention processes.

You’ll own retention strategy, reduce refunds, recover revenue, and improve loyalty through data-driven insights, effective negotiations, and scalable workflows.

Qualifications

• 3+ years in Sales Retention, Customer Retention, or related field; senior/lead role preferred.
• Excellent English communication skills, written and spoken.
• Experience supporting customers in the US market.
• Strong negotiation and objection-handling with proven refunds recovery.
• Experience managing refund requests, payment recovery, billing issues, and installment collections.

Responsibilities

• Own the customer retention process and maximize retained revenue.
• Negotiate refunds alternatives (credits, payment plans, transfers, etc.).
• Recover overdue installment payments and resolve billing issues.
• Collaborate with Billing to reduce defaults and balances.
• Analyze root causes of refunds and payment failures; share actionable insights.
• Develop and improve retention strategies, scripts, and processes.
• Track retention metrics and report on them.
• Coach retention team and maintain high communications.
• Collaborate cross-functionally with Sales, Success, Finance, Legal, Ops.
• Identify opportunities to automate retention processes.

Job description

ELVTR is seeking an experienced Retention and Customer Experience Lead to build lasting relationships with learners while maximizing satisfaction and long-term revenue. This full-time, remote role follows a 9 AM-6 PM EST schedule, collaborating with Sales, Finance, Customer Success, Billing and Operations to refine retention processes.

You’ll own retention strategy, reduce refunds, recover revenue, and improve loyalty through data-driven insights, effective negotiations, and scalable workflows.