Join One of the Fastest-Growing Online Education Companies in the WorldAt 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 ****, we've grown into a global 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 DifferentAt 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 solutionsThrive in a fast-paced, KPI-driven environmentAre an exceptional negotiator who can create win-win outcomesLove using data to improve processes and business performanceEnjoy coaching others and sharing best practicesAre highly organized and take ownership of your workCommunicate confidently with customers and cross-functional teamsBelieve outstanding customer experiences drive long-term business successWhat You'll DoOwn the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experienceNegotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers,



and other retention solutionsRecover overdue installment payments by proactively engaging customers and resolving billing-related issuesPartner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balancesAnalyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teamsDevelop and continuously improve retention strategies, workflows, communication scripts, and internal processesTrack and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback preventionHandle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectivesCoach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standardsCollaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experienceIdentify opportunities to automate retention processes and improve operational efficiencyTake ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial lossesWhat We're Looking For3+ years of experience in Sales Retention, Customer Retention, Customer Success, or a related field, preferably in a senior or lead roleExcellent English communication skills, both written and spokenProven experience supporting customers in the US marketStrong negotiation and objection-handling skills with a track record of reducing refunds and recovering revenueExperience managing refund requests, payment recovery, billing issues, and installment collectionsAbility to navigate difficult customer conversations with empathy while protecting company interestsA data-driven mindset with the ability to analyze retention metrics and identify opportunities for improvementStrong ownership, problem-solving, and decision-making skillsExcellent organizational skills and attention to detailExperience collaborating with Sales, Billing, Finance, Customer Success,



and other cross-functional teamsPrevious leadership, mentoring, or process improvement experience is a strong plusNice to HaveExperience in the online education or EdTech industryExperience in high-ticket B2C sales environmentsPrevious experience leading or mentoring a retention teamFamiliarity with CRM platforms such as HubSpot, Salesforce, or similar systemsExperience working with subscription or installment payment modelsKnowledge of billing operations, chargebacks, and payment recovery processesExperience analyzing customer retention metrics to drive business improvementsComfortable working in a fast-paced, performance-driven environmentExperience collaborating across Sales, Finance, Product, and Customer Success teamsFamiliarity with AI-powered customer support or sales tools, including conversation intelligence platformsWhat We OfferCompetitive Compensation:Competitive salary,Performance-based bonuses,Opportunities for career advancement as ELVTR continues to grow globallyLearn and Grow:Free access to ELVTR courses,Ongoing professional development opportunities,Career growth within one of the world's fastest-growing online education companiesRemote-First Culture: Work from wherever you're most productive, Versátil and supportive work environment,Collaborative international teamHealth & Wellbeing:Gym membership reimbursement,Mental health support, Generous paid vacation allowanceWhy 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.ELVTR is proud to be an equal opportunity employer committed to creating a diverse and inclusive workplace for all.
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📌 Lead Retention Specialist (México)
🏢 ELVTR
📍 México