Customer Success & Retention Specialist

Socket.dev; Nevada (IA); Remote; USD 51,000 - 55,000; Full time

Benefits offered by this job

Remote, Full-Time

Base + Bonus

Benefits Package

Culture & Growth

Club Activities

Job summary

hear.com is hiring a Customer Success & Retention Specialist to join our remote US team. You’ll receive in-depth training from day one and work to retain customers, handle inbound/outbound calls, email/chat, and provide solutions.

You must have retention or sales experience, empathy, growth mindset, fast typing, and reliable home internet. We offer a remote, full-time schedule, base pay $23/hour plus monthly bonus, plus medical/dental/vision and 401(k).

Qualifications

• Previous Customer Retention or Sales Experience: be a retention champion—spot customers at risk, rebuild trust, provide solutions and win them back.
• Empathy and customer-centric mindset: genuinely care about customers and deliver the best solutions.
• Growth mindset: willing to learn, adapt, and improve with new systems/tech (Salesforce, Twilio, Zoom, Outlook, Chrome).
• Typing speed of at least 40 WPM to stay efficient when communicating with customers.
• Reliable home internet: hardwired connection with >100 Mbps download and >20 Mbps upload; equipment provided.
• Remote, full-time role with flexible scheduling and rotating Saturdays.

Responsibilities

• Provide excellent customer service during each call with customers.
• Be a retention hero—identify at-risk customers and work to rebuild trust and keep them with us.
• Contribute to KPI achievement: call time, first call resolution, retention, and satisfaction.
• Handle high call volume via inbound, outbound, email, and chat.
• Provide feedback on recurring issues to improve service.
• Develop tailored solutions based on customer needs.
• Act as liaison between customers, partners, and Sales Consultants.
• Communicate with team to ensure a smooth customer experience.
• Provide in-depth knowledge and advice for hearing loss.

Skills

Customer Retention Experience

Sales Experience

Empathy

Growth Mindset

Typing Skills 40 WPM

Reliable Internet

Tools

Salesforce

Twilio

Zoom

Outlook

Chrome

Job description

*Local US Applicants Only*

Ready to hear about your next big opportunity? Join hear.com and help people turn up the volume on life —all from the comfort of your home! #HearYourFuture

Do you think 9-5 jobs are boring? Do you hate stuffy corporate work culture? Cool, us too. We're seeking enthusiasticCustomer Success & Retention Specialists to join our team and help us to transform the lives of our customers!

What you'll do on the daily

Change lives! You know, superhero stuff. You'll receive in-depth training from day one, giving you the knowledge needed to be successful (with bonus potential!) from the start

• Provide excellent customer service during each call with customers
• Be a retention hero — identify at-risk customers and work your magic to rebuild trust, offer solutions, and keep them with us
• Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction)
• Handle high call volume - Inbound, Outbound, Email/Chat support
• Help improve our customer service by providing feedback regarding recurring customer issues to further improve our service
• Develop tailored solutions based on customer needs
• Be able to act as the liaison between customers, Partners, and Sales Consultants
• Communicate with team to ensure a smooth experience for our customers
• Provide in-depth knowledge and advice for hearing loss

What you'll need

So, you're an ambitious go-getter with a winner's mentality — mediocrity isn't in your DNA. But what else sets you apart from the rest?

• Previous Customer Retention or Sales Experience: Be a retention champion — spot customers at risk of leaving, rebuild their trust, provide solutions, and win them back
• Great Empathy & Customer-Centric Mindset: A natural ability to understand and connect with customers. You genuinely care about customers and focus on providing the best solutions, knowing that success follows
• Growth Mindset: Strong work ethic and desire to learn, adapt, and improve. You're not intimidated by learning new systems/technology – we work with Salesforce, Twilio, along with Zoom, Outlook and Chrome
• Solid Typing Skills: You can type at least 40 words per minute — accuracy and speed help you stay efficient and focused when communicating with customers
• Reliable Network Connectivity: You must be able to hardwire to your home network and your download speed must be above 100Mbps and upload speed above 20Mbps. We'll provide the necessary equipment (laptop, monitor, keyboard, mouse, ethernet cable, etc.)

What we offer

So, you're getting a cool company culture and changing lives, but we also know you need other important things, because #adulting… Here's the deal:

• Remote, Full-Time Schedule: Your schedule will be an 8-hour shift with 1 hour lunch between the hours of 8AM – 8PM in your local time zone including rotating Saturdays. Schedules are subject to change
• Competitive Compensation: Guaranteed base rate of $23 per hour plus performance-based bonus potential of $300–$600 a month
• Benefits Package: Full medical, dental, vision, 401K, paid parental leave, open paid time off (PTO) policy, and paid sick time and paid company holidays
• Unique Culture: We are a close-knit team that values ownership, collaboration, and solution-oriented thinking. Our goal and performance driven environment, strengthens our bonds and drives our innovation and successful growth together

More Fun Stuff

• Company sponsored clubs, events, and so much more

Who is hear.com?

We are the fastest-growing hearing care company globally Since 2012, we've redefined hearing care with our unique digital business model. We're proud to be a profitable global health-technology leader with a mission to help everyone hear well to live well. With over 1,100 team members in 7 international locations, we've transformed the lives of hundreds of thousands of customers. We're shaping the future of hearing care and every day our team helps customers improve their quality of life through better hearing. Join us in creating a world where everyone can "Hear Well to Live Well."

Applications will be accepted until the role is filled.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Employment with hear.com is at-will, meaning that either you or the company may terminate employment at any time, for any reason, with or without notice or cause, as permitted by law. This is a year-round hiring position, and applications are continuously accepted.