Elite Retention Expert

TL;DR

Elite Retention Expert (Customer Support): Provide high-touch, personalized support to cancel-intent and high-churn-risk customers with an accent on de-escalation, consultative problem-solving, and aligning product value to needs. Focus on uncovering root causes, resolving complex issues, fostering loyalty, and creating magical moments of delight.

Location: Remote - United States

Salary: $31.00 - $36.00 hourly (California base pay range)

Company

Global financial technology platform powering prosperity with products like TurboTax, Credit Karma, QuickBooks, and Mailchimp for 100 million customers worldwide.

What you will do

• Deliver high-touch support to at-risk customers via inbound/outbound calls or chats using consultative approach to uncover root causes and identify solutions.
• De-escalate frustrated customers with empathy, resolve technical/service issues, and align product features to customer needs.
• Take full ownership of customer outcomes, ensuring issues are resolved before ending interactions.
• Create surprise and delight moments, provide personalized follow-ups, and maintain accurate records in Salesforce and other tools.
• Collaborate with internal teams like Onboarding, Sales, Risk, and Tech for complex solutions.

Requirements

• Location: Must be in United States for remote work
• 3-5 years in customer-facing support role, 2+ years in customer retention, experience with escalated issues and premium/VIP clients.
• Deep product knowledge, troubleshooting, CRM/CS tool proficiency (e.g., Salesforce).
• Excellent communication, empathy, problem-solving, patience under pressure.
• High school diploma required; Bachelor's degree strongly preferred in Business, Communications, or Computer Science.
• Proven high customer satisfaction scores and track record in retention.

Culture & Benefits

• Competitive compensation with pay-for-performance rewards, cash bonuses, equity, and comprehensive benefits.
• Strong focus on customer obsession, emotional intelligence, and creating magical moments.
• Team collaboration, ownership mindset, and professionalism in high-pressure situations.
• Regular pay equity comparisons across ethnicity and gender categories.