Collections and Retention Specialist
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Job Description
Lead retention specialist managing refunds, payment recovery, and customer loyalty for ELVTR’s global online education platform. Improving retention strategy, KPIs, and revenue recovery.
Responsibilities:
- Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
- Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
- Recover overdue installment payments by proactively engaging customers and resolving billing-related issues
- Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances
- Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams
- Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes
- Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
- Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives
- Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards
- Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience
- Identify opportunities to automate retention processes and improve operational efficiency
- Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses
Requirements:
- 3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field, preferably in a senior or lead role
- Excellent English communication skills, both written and spoken
- Proven experience supporting customers in the US market
- Strong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenue
- Experience managing refund requests, payment recovery, billing issues, and installment collections
- Ability to navigate difficult customer conversations with empathy while protecting company interests
- A data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvement
- Strong ownership, problem-solving, and decision-making skills
- Excellent organizational skills and attention to detail
- Experience collaborating with Sales, Billing, Finance, Customer Success, and other cross-functional teams
- Experience in the online education or EdTech industry
- Experience in high-ticket B2C sales environments
- Previous experience leading or mentoring a retention team
- Familiarity with CRM platforms such as HubSpot, Salesforce, or similar systems
- Experience working with subscription or installment payment models
- Knowledge of billing operations, chargebacks, and payment recovery processes
- Experience analyzing customer retention metrics to drive business improvements
- Comfortable working in a fast-paced, performance-driven environment
- Experience collaborating across Sales, Finance, Product, and Customer Success teams
- Familiarity with AI-powered customer support or sales tools, including conversation intelligence platforms
Benefits:
- Competitive salary
- Performance-based bonuses
- Opportunities for career advancement as ELVTR continues to grow globally
- Free access to ELVTR courses
- Ongoing professional development opportunities
- Career growth within one of the world's fastest-growing online education companies
- Work from wherever you're most productive
- Flexible and supportive work environment
- Collaborative international team
- Gym membership reimbursement
- Mental health support
- Generous paid vacation allowance
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