Senior Customer Retention Specialist

HighLevel

Customer Retention Specialist focused on handling escalated customer interactions and driving retention outcomes for HighLevel clients. Join a dynamic remote team in an AI-powered marketing platform.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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
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
Provide guidance to team members on live customer issues when needed
Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge
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
Develop strong expertise in HighLevel products, tools, and workflows
Participate in knowledge-sharing sessions and team workshops
Assist with monitoring unassigned conversations and ensuring follow-ups
Support adherence to team schedules, workflows, and operational processes

Requirements

What you’ll need

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)

Benefits

Comp & perks

Equal Employment Opportunity Information
Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer carecustomer supportretention strategiesescalation managementproblem-solvingHighLevel platformcustomer journey improvementsupport workflowsknowledge sharingcustomer query resolution

Soft Skills

empathycommunicationteam collaborationleadershipproblem-solvingcustomer focusadaptabilityguidanceinsight sharingquality assurance