The Customer Retention Specialist is responsible for managing customer escalations, resolving complex concerns, and retaining customers who are considering cancellation. This role requires prior customer retention experience, sound judgment, and the ability to negotiate solutions that balance customer needs with company policies and business objectives.

The successful candidate will take ownership of escalated cases, identify the reasons behind customer dissatisfaction, and work toward resolutions that restore confidence and support long-term customer relationships.

Key Responsibilities

- Manage escalated customer concerns and cancellation requests with professionalism, urgency, and accountability.
- Identify the underlying reasons for dissatisfaction and recommend appropriate solutions to retain customers.
- Conduct retention conversations, address objections, and clearly communicate the value of the company’s products or services.
- Negotiate retention offers, service adjustments, or other resolutions within established approval guidelines.
- Take ownership of customer cases from initial contact through resolution, providing timely updates and follow-up.
- Partner with internal teams to resolve billing, service, product, and account-related issues.
- Maintain accurate records of customer interactions, cancellation reasons, offers, and case outcomes in the company’s CRM.
- Meet established targets for retention, customer satisfaction, response time, and case resolution.
- Identify recurring complaints and cancellation trends, and recommend improvements to reduce customer churn.




- Follow company policies and approval procedures when handling customer accounts and retention offers.

Required Qualifications

- A minimum of two years of direct experience in customer retention, cancellation prevention, or a dedicated customer save team.
- Demonstrated success retaining customers and meeting measurable retention targets.
- Experience handling escalated complaints and resolving sensitive or complex customer issues.
- Strong negotiation, objection-handling, and conflict-resolution skills.
- Excellent verbal and written communication skills, with the ability to remain composed during difficult conversations.
- Ability to assess customer needs, exercise sound judgment, and make decisions within established guidelines.
- Strong organizational skills and the ability to manage multiple active cases.
- Experience using CRM platforms and customer support systems.

Preferred Qualifications

- Experience in a subscription-based or recurring-service business.
- Experience working in a target-driven customer service or retention environment.
- Familiarity with customer churn reporting and retention performance metrics.

Performance Expectations Success in this role will be measured by customer retention results, the quality and timeliness of escalation resolutions, customer satisfaction, and adherence to company policies. The specialist will be expected to document cases thoroughly and provide useful feedback on the issues driving customer cancellations.

Job Type: Full-time

Pay: $18,000.00 - $22,000.00 per month

Work Location: Remote

📌 Customer Retention Specialist (México)
🏢 Skysun
📍 México