Sr. Customer Retention Specialist (SaaS)

TL;DR

Sr. Customer Retention Specialist (SaaS): Managing complex customer interactions and improving retention rates for an AI-powered marketing platform with an accent on escalation management and churn reduction. Focus on resolving high-risk customer issues, identifying pain points, and driving positive customer outcomes.

Location: Remote (United States)

Company

hirify.global is an AI-powered, all-in-one white-label sales and marketing platform supporting over 2 million businesses globally.

What you will do

• Handle complex and high-risk customer interactions to reduce churn and improve save rates.
• Manage escalations and proactively engage with customers exhibiting negative CSAT scores.
• Deliver high-quality support across calls, chat, and tickets while adhering to strict SLAs.
• Provide real-time guidance to team members on live issues via Slack and Zoom.
• Analyze recurring customer feedback to share actionable insights with leadership for process improvement.
• Contribute to the development of support resources, including canned responses, scripts, and guides.

Requirements

• 3–5 years of experience in customer care, support, or retention roles.
• Strong experience with the HighLevel platform and tools.
• Proven ability to handle difficult conversations and de-escalate complex customer scenarios.
• Strong problem-solving skills and ability to operate independently with minimal supervision.
• Must be based in the United States.

Culture & Benefits

• Global, remote-first work environment with team members across 15+ countries.
• Collaborative culture rooted in creativity and high impact.
• Opportunity to work with a high-scale platform processing billions of daily events.
• Environment where innovation is celebrated and people-first values are prioritized.