Client Relationship & Retention Specialist

THE COMPANY

WHAT YOU WILL DO

• Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence
• Contact assigned customers quickly by telephone and use SMS and email when appropriate
• Review the customer’s complete journey before making contact to understand the history, context, and potential issues
• Speak directly with customers by phone and build trust quickly, even when emotions are high
• Diagnose practical, technical, delivery, expectation, or mindset blockers and identify the true root cause of the issue
• Troubleshoot appropriate issues directly and coordinate additional support when required
• Lead calm, confident resolution and de-escalation conversations
• Separate the immediate complaint from the underlying issue and determine the most appropriate path forward
• Help customers reframe unhelpful conclusions without dismissing legitimate concerns
• Reconnect customers with their original goals and help establish a clear recovery plan and next action
• Correct misunderstandings clearly and respectfully without becoming defensive or argumentative
• Use strong conversational influence and judgment to help restore customer confidence without applying pressure or making unsupported promises
• Make sound judgment calls while balancing customer experience, commercial considerations, and the facts of each case
• Coordinate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when additional action is required
• Maintain ownership of the customer relationship while internal work is being completed rather than simply passing the customer between departments
• Use approved support options or concessions when appropriate and justified
• Escalate continued refund requests or complex cases through the appropriate process
• Keep customers informed while outstanding issues are being resolved
• Maintain clear and accurate records of conversations, decisions, commitments, actions, and outcomes
• Identify recurring causes of disengagement, dissatisfaction, and refunds and recommend practical improvements to prevent them in the future

Requirements

• Previous experience in consultative or high-ticket sales/closing, Customer Retention, Customer Success, Account Management, Escalations, Complaints, Dispute Resolution, Service Recovery, or a similarly high-touch client-facing role
• Strong conversational influence and call control, with the ability to confidently lead a customer toward a constructive next step
• Strong ability to build rapport with frustrated, disappointed, uncertain, or skeptical customers
• Comfortable leading difficult and emotionally charged conversations
• Able to listen carefully while remaining confident enough to challenge an unhelpful conclusion when appropriate
• Able to recognize legitimate customer or company-side issues rather than treating every concern as a mindset problem
• Persuasive without relying on pressure, manipulation, or unsupported promises
• Strong investigative and problem-solving skills with the ability to identify root causes rather than simply addressing surface-level issues
• Comfortable troubleshooting practical issues and coordinating with other teams when additional expertise is required
• Good commercial judgment and an understanding of customer value, retention, and financial impact
• Strong organisation, attention to detail, and written documentation skills
• Comfortable taking personal ownership of a customer issue and driving it toward resolution across multiple teams
• Able to manage multiple complex customer cases and priorities at the same time
• High level of integrity and sound judgment when determining the appropriate next step
• Reliable, resilient, coachable, and willing to review calls and feedback to continuously improve

Benefits

• Full-time opportunity
• Independent Contractor Agreement
• $6,000–$8,000 USD monthly base, depending on experience
• Additional monthly performance incentive based on results
• Fully remote
• Opportunity to grow into broader Client Operations, Customer Success, senior, or team-lead responsibilities