Customer Retention Specialist
About The Position
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. The company supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. Businesses operating on HighLevel have generated over $7 billion in ecosystem value. The platform powers more than 4 billion API hits and 2.5 billion message events daily, with a robust architecture built for performance, resilience and long-term scalability. HighLevel operates as a global, remote-first organization with over 2,000 team members across 10+ countries, valuing initiative, clarity, and execution. The company enables over 1.5 billion messages, 200 million leads, and 20 million conversations monthly for over 1 million businesses.
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
- Bachelor’s degree preferred
- 2+ years of Customer Service or B2B Sales experience
Nice To Haves
- GHL experience is a plus
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, and 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
