Remote Customer Success & Retention Specialist — Bonus

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

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).