[Hiring] Retention and Customer Experience Lead @ELVTR

Role Description

Now we're looking for an experienced Retention and Customer Experience Lead to help us build lasting relationships with our learners while maximizing customer satisfaction and long-term revenue. If you're passionate about customer experience, thrive in a fast-paced environment, and enjoy finding solutions that create value for both customers and the business, we'd love to meet you.

This is a full-time, remote role with a working schedule for this role will be 9AM-6 PM EST.

At ELVTR, customer relationships don't end after enrollment—they're just beginning. As our Lead Retention Specialist, you'll play a critical role in protecting the customer experience while driving sustainable business growth.

You'll take ownership of our retention strategy, helping customers find the best possible solutions while reducing refunds, recovering revenue, and improving long-term customer loyalty. Working closely with Sales, Finance, Customer Success, Billing, and Operations, you'll use data, empathy, and strategic thinking to continuously improve our retention processes and outcomes.

What You'll Do

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience.
• Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions.
• Recover overdue installment payments by proactively engaging customers and resolving billing-related issues.
• Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances.
• Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams.
• Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes.
• Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention.
• Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives.
• Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards.
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience.
• Identify opportunities to automate retention processes and improve operational efficiency.
• Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses.

Qualifications

• 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field, preferably in a senior or lead role.
• Excellent English communication skills, both written and spoken.
• Proven experience supporting customers in the US market.
• Strong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenue.
• Experience managing refund requests, payment recovery, billing issues, and installment collections.
• Ability to navigate difficult customer conversations with empathy while protecting company interests.
• A data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvement.
• Strong ownership, problem-solving, and decision-making skills.
• Excellent organizational skills and attention to detail.
• Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams.
• Previous leadership, mentoring, or process improvement experience is a strong plus.

Nice to Have

• Experience in the online education or EdTech industry.
• Experience in high-ticket B2C sales environments.
• Previous experience leading or mentoring a retention team.
• Familiarity with CRM platforms such as HubSpot, Salesforce, or similar systems.
• Experience working with subscription or installment payment models.
• Knowledge of billing operations, chargebacks, and payment recovery processes.
• Experience analyzing customer retention metrics to drive business improvements.
• Comfortable working in a fast-paced, performance-driven environment.
• Experience collaborating across Sales, Finance, Product, and Customer Success teams.
• Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms.

Benefits

• Competitive salary.
• Performance-based bonuses.
• Opportunities for career advancement as ELVTR continues to grow globally.
• Free access to ELVTR courses.
• Ongoing professional development opportunities.
• Flexible and supportive work environment.
• Collaborative international team.
• Gym membership reimbursement.
• Mental health support.
• Generous paid vacation allowance.

Why Join ELVTR?

• Every course you help create empowers professionals to build new skills, advance their careers, and unlock opportunities they never thought possible.
• We're committed to developing our people. As ELVTR continues to expand globally, you'll have opportunities to grow professionally, take on new challenges, and shape the future of online education.
• Work alongside passionate educators, creators, marketers, and innovators who are committed to delivering world-class learning experiences and making education more accessible around the world.

If you're looking for more than just another customer retention role—if you want to build meaningful customer relationships, solve complex challenges, and make a measurable impact on both learners and business growth—we'd love to hear from you.

Apply today and become part of ELVTR's next chapter of growth.

ELVTR is proud to be an equal opportunity employer committed to creating a diverse and inclusive workplace for all.