Elite Retention Expert (Fintech)

TL;DR

Elite Retention Expert (Fintech): Managing high-churn risk customers and resolving complex issues to prevent cancellations with an accent on emotional intelligence and consultative problem-solving. Focus on de-escalating frustrated users and aligning product value with customer business needs to foster long-term loyalty.

Location: Remote (United States)

Salary: $31.00 - $36.00 per hour

Company

hirify.global is a global financial technology platform powering prosperity through products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Provide high-touch, personalized support to customers with cancel intent via inbound and proactive outbound calls or chats.
• Use a consultative approach to uncover root causes of dissatisfaction and identify tailored solutions.
• De-escalate highly frustrated customers and resolve complex technical and service-related issues.
• Align product features and benefits with customer KPIs and business needs to demonstrate value.
• Maintain detailed records of customer interactions and resolution insights in Salesforce and internal tools.
• Collaborate with Onboarding, Sales, Risk, and Tech teams to implement complex customer solutions.

Requirements

• Must be based in the United States.
• 3-5 years of experience in customer-facing support roles.
• 2+ years of experience specifically focused on customer retention.
• Demonstrated success in handling escalated issues for premium or VIP clients in a CSM or advisory role.
• High school diploma required; Bachelor's degree in Business, Communications, or Computer Science strongly preferred.
• Proficiency in CRM tools such as Salesforce or Gainsight.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits package.
• Work environment centered on customer obsession and creating "magical moments" for users.