Client Retention Specialist – Remote Full‑Time

About the role

We are seeking a confident, persuasive, and emotionally intelligent Client Retention Specialist to engage with customers who have requested cancellations. You will identify the real reasons behind their decisions, address concerns, and work to preserve the relationship while protecting company revenue.

Key responsibilities

• Conduct cancellation calls, uncover underlying reasons, and propose retention solutions.
• Handle objections related to pricing, results, billing, fulfillment, or product usage.
• Offer approved options such as account adjustments, service changes, additional support, or pauses.
• De‑escalate difficult conversations and rebuild trust with frustrated clients.
• Explain agreements and policies while managing refund requests.
• Document all interactions, reasons, offers, and outcomes in GoHighLevel and Freshdesk.
• Coordinate with billing and fulfillment teams when issues involve payments or service delivery.
• Follow up with at‑risk clients to ensure no request is overlooked.

Required profile

• Fluent spoken and written English (non‑negotiable).
• Full‑time availability for remote customer support, including live calls and ticket handling.
• Calm under pressure, strong objection‑handling ability, and meticulous order‑following.

Required skills

• Proficiency or quick learning ability with GoHighLevel (GHL).
• Experience using Freshdesk or similar ticketing systems.

What we offer

• On‑target earnings of $1,200 – $1,500 per month, with commission for each retained client.
• Fully remote work from anywhere in the world.
• Dynamic team of 27 members with a “Work Hard. Play Hard.” culture.