Retention Specialist (Churn Escalation)
Location: Remote in Latam
Type: Full-Time
We are hiring a Retention Specialist focused on churn management. This person will handle customer cancellation requests, assess accounts, and engage directly with clients to save at-risk relationships. The role sits between Support, Success, and Sales, requiring strong objection handling and communication skills.
Key Responsibilities- Monitor churn/cancellation requests and assess account history (onboarding, support tickets, etc.).
- Determine the appropriate escalation path (Customer Success, Sales, or others).
- Call customers directly to discuss issues and present solutions.
- Handle objections effectively, aiming to retain accounts whenever possible.
- Document churn cases and track retention metrics for leadership.
- 2+ years in Customer Success, Retention, or Sales roles.
- Proven track record in objection handling and customer retention.
- Strong communication skills, both written and verbal.
- Comfortable liaising across multiple teams and stakeholders.
- Advanced English proficiency.
- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Full-Time Remote
- Paid Time Off: We value work-life balance, offering PTO so you can recharge.
- Private Health Insurance: We help with a subsidy to cover your care.
- Salary Reviews: Annual salary reviews to match growth and performance.
- Paid Training and Certifications
Ready to put your puzzle-solving skills to the test? Join our team today!
Want to learn more about us?
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LinkedIn: Puzzle
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Instagram: @puzzle.tech_
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