Sr. Customer Retention Specialist

About Us

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.

Our People

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.

Our Impact

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.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are

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.

What You’ll Be Doing

Key Responsibilities

Customer Retention & Escalation Management

• 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

Customer Support Excellence

• 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

Real-Time Team Support

• 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

Customer Insights & Feedback

• 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

Product Expertise & Knowledge Sharing

• 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

Operational & Project Support

• 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 You’ll Bring

• 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

Experience Required

• 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)

Key Performance Indicators (KPIs)

• CSAT scores and customer satisfaction improvement

• Retention outcomes (churn reduction, save rate)

• Resolution time for complex and escalated cases

• Quality of customer interactions

• Contribution to team support and responsiveness

• Accuracy in identifying and reporting customer trends

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide demographic information. This information is used solely for compliance with government recordkeeping and legal requirements. Providing this information is voluntary and will not affect your application status.