Sr. Customer Retention Specialist

HighLevel

18h • 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.
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.
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.
The Sr. Customer Retention Specialist is a high-performing individual contributor responsible for handling complex customer interactions, improving customer retention, and supporting overall customer health. This role acts as a subject matter expert in customer care and retention, partnering closely with Team Leads and Managers to ensure high-quality customer experiences. You will play a key role in resolving escalations, identifying customer pain points, and proactively driving retention-focused outcomes. This position is ideal for someone who demonstrates strong product expertise, customer empathy, and the ability to operate independently in a fast-paced environment.

Requirements

• Strong customer-first mindset with a focus on retention and satisfaction
• Ability to handle difficult conversations and de-escalate effectively
• Solid understanding of customer care processes and tools
• Strong problem-solving and decision-making skills
• Ability to work independently with minimal supervision
• Clear and effective communication skills
• High accountability and ownership
• 3–5 years of experience in customer care, support, or retention roles
• Strong experience with HighLevel platform and tools
• Experience handling escalations and complex customer scenarios
• Familiarity with customer support tools and communication platforms (Slack, Zoom, CRM systems)

Responsibilities

• Handle complex and high-risk customer interactions with a strong focus on retention and resolution
• Proactively engage with customers with negative CSAT scores, cancellations, or churn signals
• Manage escalations effectively when Team Leads or Managers are unavailable
• Drive positive customer outcomes through empathy, problem-solving, and product expertise
• Deliver high-quality support across channels (calls, chat, tickets)
• Ensure timely responses and resolution of customer queries
• Maintain strong adherence to SLAs and customer care standards
• Act as a role model for quality interactions and customer experience
• Provide guidance to team members on live customer issues when needed
• Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge
• Escalate issues appropriately to Team Leads or Managers
• Identify recurring customer issues and feedback trends
• Share actionable insights with Team Leads and Managers to improve processes
• Contribute to improving customer journeys, retention strategies, and support workflows
• Develop strong expertise in HighLevel products, tools, and workflows
• Support creation and improvement of resources such as canned responses, scripts, and guides
• Participate in knowledge-sharing sessions and team workshops
• Assist with monitoring unassigned conversations and ensuring follow-ups
• Support adherence to team schedules, workflows, and operational processes
• Contribute to team initiatives and projects aimed at improving customer experience

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees