Customer Retention Specialist

1 settimana fa

Provincia di Savona Liguria, Italia TripleTen A tempo pieno

At TripleTen, we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla, Spotify, PlayStation, Google, and Microsoft. Over 25,000 students have already chosen TripleTen to transform their careers.

We are looking for a **Customer Retention & Sales Specialist** to join our growing Latin America team

This is a key role that requires strong **sales abilities**, **emotional intelligence**, and the ability to **retain students** by guiding them through their challenges and highlighting the real value of continuing their education with us. The main function of this role is to work with all REFUNDS and DROP OUT cases (students who stopped paying but have not submitted any return request).

**_ Please submit all resumes or CV's in English._**

**Requirements**:

- **Proven experience in sales** (minimum 2 years closing consultative sales in B2C/B2B2C/B2C finance preferred).
- ** Experience in Retention**:

- Advanced level of English (+B2) and Spanish (C2).
- Strong persuasion and negotiation skills; high emotional intelligence.
- Ability to handle objections effectively and turn challenges into opportunities.
- Highly organized, proactive, and comfortable working with CRM systems.
- A general understanding of the EdTech industry.
- Work experience in a help desk, call center, and/or professions related to customer service.

What you will do:

- Proactively contact students who are considering dropping out or have financial/academic concerns, following SLA standards.
- Understand each student’s situation, identify their needs, and present strong, personalized arguments for continuing their educational journey.
- Handle refund requests, drop-out cases, and objections with a solutions-oriented mindset.
- Work with CRM systems (HubSpot preferred) to log case details and follow up on each case promptly.
- Use your sales expertise to clearly communicate the long-term benefits of the program, helping students see the return on their investment.
- Work with internal teams to propose flexible options when needed, ensuring students can successfully complete their courses.
- Consistently hit retention and communication KPIs.
- Share feedback with the team to help improve processes and student satisfaction.
- Manage agreements and critical information exchange between retention and other departments.

What we can offer you:

- 100% remote collaboration.
- 600 USD gross per month + monthly bonuses depending on KPI results.
- Schedule 5/2 (Mon - Fri 10:00 - 19:00 CT).
- Professional development in the international team.
- A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
- Diverse and tight-knit team spread out across the US, Israel, LatAm, and more

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