Customer Retention Specialist I

HighLevel

2d • Remote

About The Position

HighLevel is an AI-powered, all-in-one white-label sales and marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We proudly support a global and growing community of over 2 million businesses, including agencies, consultants, and organizations across industries. HighLevel equips users with the tools needed to capture, nurture, and convert leads into loyal customers.

As of mid-2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 million hostnames.

Our People
With over 1500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software — we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first.

Our Impact
As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 million leads, and facilitates over 20 million conversations every month for the 2+ million businesses we serve. Behind those numbers are real people growing their companies and connecting with customers — and we help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

Requirements

• Strong English communication skills (verbal and written)
• Effective objection-handling and follow-up abilities
• Experience working in a remote environment with structured daily targets
• Organized, process-driven, and detail-oriented approach
• Familiarity with SaaS products and CRM systems (GHL experience is a plus)
• Working knowledge of Google Suite (Docs, Sheets, Calendar)
• Ability to multitask while maintaining quality
• Customer-focused mindset with high emotional intelligence
• Comfort operating in a fast-paced, data-driven environment
• Reliable high-speed internet and a distraction-free workspace

Nice To Haves

• Bachelor’s degree preferred
• 2+ years of Customer Service or B2B Sales experience

Responsibilities

• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts.
• Engage customers flagged for: HealthScore decline, Payment failures, Cancellation intent, Low product usage, Reactivation opportunities.
• Identify root causes behind customer concerns through active listening and discovery.
• Provide consultative guidance and structured solutions to retain and support customers.
• Communicate the value of HighLevel’s services clearly and confidently.
• Handle objections professionally and work toward mutually beneficial outcomes.
• Identify opportunities for plan optimization, upgrades, or reactivation where appropriate.
• Support churn reduction and revenue retention goals through escalating recurring issues to leadership.
• Deliver personalized, positive support aligned with the company brand.
• Accurately log all interactions and update CRM records in GHL.
• Apply appropriate tags and track case outcomes for reporting and analysis.
• Maintain detailed documentation to support transparency and performance tracking.
• Identify trends and recurring challenges impacting retention.
• Provide feedback to leadership on improvement opportunities.
• Maintain strong product knowledge of HighLevel services and best practices.
• Take ownership of individual performance metrics and outreach targets.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level