Join One of the Fastest-Growing Online Education Companies in the World At ELVTR, we're transforming online education by connecting ambitious professionals with industry leaders from companies like Nike, Netflix, Google, Amazon, and more. Since launching in 2020, we've grown into a integral learning community with over 300 expert instructors, delivering more than 200 live online courses across 12 industries. To date, we've helped 22,000+ graduates worldwide gain the skills, confidence, and connections needed to advance their careers.

Now we're looking for an experienced Lead Retention Specialist to help us build lasting relationships with our learners while maximizing customer satisfaction and long-term revenue. If you're passionate about customer experience, thrive in a fast-paced environment, and enjoy finding solutions that create value for both customers and the business, we'd love to meet you. This is a full-time, remote role with a working schedule for this role will be 9AM-6 PM EST.

Why This Role Is Different

At ELVTR, customer relationships don't end after enrollment—they're just beginning. As our Lead Retention Specialist, you'll play a critical role in protecting the customer experience while driving sustainable business growth. You'll take ownership of our retention strategy, helping customers find the best possible solutions while reducing refunds, recovering revenue, and improving long-term customer loyalty.

Working closely with Sales, Finance, Customer Success, Billing, and Operations, you'll use data, empathy, and strategic thinking to continuously improve our retention processes and outcomes. You'll Love This Role If You: Enjoy solving complex customer challenges with creative solutions

Thrive in a fast-paced, KPI-driven environment

Are an exceptional negotiator who can create win-win outcomes

Love using data to improve processes and business performance

Enjoy coaching others and sharing best practices

Are highly organized and take ownership of your work

Communicate confidently with customers and cross-functional teams

Believe outstanding customer experiences drive long-term business success What You'll Do 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 What We're Looking For 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

Previous leadership, mentoring,



or process improvement experience is a strong plus Nice to Have 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 What We Offer Competitive Compensation:Competitive salary,Performance-based bonuses,Opportunities for career advancement as ELVTR continues to grow globally

Learn and Grow:Free access to ELVTR courses,Ongoing professional development opportunities,Career growth within one of the world's fastest-growing online education companies

Remote-First Culture: Work from wherever you're most productive, Flexible and supportive work environment,Collaborative international team

Health & Wellbeing:Gym membership reimbursement,Mental health support, Generous paid vacation allowance Why Join ELVTR? Make an Impact:Every course you help create empowers professionals to build new skills, advance their careers, and unlock opportunities they never thought possible

Grow Your Career:We're committed to developing our people. As ELVTR continues to expand globally, you'll have opportunities to grow professionally, take on new challenges, and shape the future of online education

Join a Winning Team:Work alongside passionate educators, creators, marketers, and innovators who are committed to delivering world-class learning experiences and making education more accessible around the world Ready to Help Shape the Future of Online Learning? If you're looking for more than just another customer retention role—if you want to build meaningful customer relationships, solve complex challenges, and make a measurable impact on both learners and business growth—we'd love to hear from you. Apply today and become part of ELVTR's next chapter of growth.

ELVTR is proud to be an equal opportunity employer committed to creating a diverse and inclusive workplace for all.

📌 Lead Retention Specialist (México)
🏢 ELVTR
📍 México