Customer Retention Specialist

• Own a high volume of inbound cancellation and at-risk customer calls, focusing on retaining revenue
• Lead consultative conversations to uncover needs and recommend tutoring programs, live classes, or homeschool support
• Turn objections into opportunities through persuasive, empathetic communication
• Take ownership of at-risk accounts and re-engage families with personalized recommendations
• Meet or exceed metrics including saves, renewals, revenue retention, and customer satisfaction
• Use Nerdy AI and internal systems to guide conversations and speed up solutions
• Maintain accurate CRM records and follow up on commitments
• Handle complex or emotionally charged situations professionally with a win-back mindset
• Share insights with sales, product, and training teams to strengthen retention strategy
• Apply coaching and feedback to improve performance

• Must be based in the Philippines
• Fluent English with strong reading, writing, and verbal communication skills
• 3+ years of experience in sales, customer retention, escalations, or consultative phone-based roles
• At least 6 months living or working in an English-speaking market, or in a role requiring professional English for full shifts
• Proven track record of meeting or exceeding sales or revenue retention goals
• Strong objection-handling and closing skills under pressure
• Experience handling escalations or save/cancel conversations
• High emotional intelligence and empathy, especially when working with families
• Comfort with CRM platforms and AI-powered tools
• Strong organization and time management in a fast-paced environment
• Willingness to work evenings and weekends
• Bring your own computer and wired high-speed internet
• Internet: at least 100 Mbps download / 50 Mbps upload
• Wired Ethernet connection only; no Wi-Fi, satellite, or mobile hotspot
• Computer: Intel i5 or AMD Ryzen 5 or better; Mac Apple M1 or later
• 16 GB RAM minimum
• 20+ GB free storage; SSD may be required if performance issues persist
• USB ports for required peripherals
• Windows 11 (64-bit) or macOS 26 Tahoe, kept up to date; Windows 10 is not supported
• Nice to have: Experience in education, teaching, or tutoring

• Monthly performance bonuses and additional incentives
• Mandatory, paid 6-week virtual training
• Full-time, fully remote work
• Performance-based advancement into training, leadership, and other areas
• Flexible time away coordinated with the team
• Fully paid Learning Membership for you and your immediate family, including 1:1 tutoring, unlimited on-demand classes, and full platform access
• Extensive training and feedback-rich culture
• Access to cutting-edge AI tools
• Global, collaborative team environment