Sr. Customer Retention Specialist
About Us
HighLevel is an AI-powered, all-in-one white-label sales and marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We proudly support a global and growing community of over 2 million businesses, including agencies, consultants, and organizations across industries. HighLevel equips users with the tools needed to capture, nurture, and convert leads into loyal customers.
As of mid-2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 million hostnames.
Our People
With over 1500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software — we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first.
Our Impact
As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 million leads, and facilitates over 20 million conversations every month for the 2+ million businesses we serve. Behind those numbers are real people growing their companies and connecting with customers — and we help make that happen.
Learn more about us on our YouTube Channel or Blog Posts
Who You Are
The Sr. Customer Retention Specialist is a high-performing individual contributor responsible for handling complex customer interactions, improving customer retention, and supporting overall customer health.
This role acts as a subject matter expert in customer care and retention, partnering closely with Team Leads and Managers to ensure high-quality customer experiences. You will play a key role in resolving escalations, identifying customer pain points, and proactively driving retention-focused outcomes.
This position is ideal for someone who demonstrates strong product expertise, customer empathy, and the ability to operate independently in a fast-paced environment.
n
What You’ll Be Doing
Key Responsibilities
Customer Retention & Escalation Management
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
Customer Support Excellence
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
Real-Time Team Support
Provide guidance to team members on live customer issues when needed
Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge
Escalate issues appropriately to Team Leads or Managers
Customer Insights & Feedback
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
Product Expertise & Knowledge Sharing
Develop strong expertise in HighLevel products, tools, and workflows
Support creation and improvement of resources such as canned responses, scripts, and guides
Participate in knowledge-sharing sessions and team workshops
Operational & Project Support
Assist with monitoring unassigned conversations and ensuring follow-ups
Support adherence to team schedules, workflows, and operational processes
Contribute to team initiatives and projects aimed at improving customer experience
What You’ll Bring
Strong customer-first mindset with a focus on retention and satisfaction
Ability to handle difficult conversations and de-escalate effectively
Solid understanding of customer care processes and tools
Strong problem-solving and decision-making skills
Ability to work independently with minimal supervision
Clear and effective communication skills
High accountability and ownership
Experience Required
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)
Key Performance Indicators (KPIs)
CSAT scores and customer satisfaction improvement
Retention outcomes (churn reduction, save rate)
Resolution time for complex and escalated cases
Quality of customer interactions
Contribution to team support and responsiveness
Accuracy in identifying and reporting customer trends
n
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide demographic information. This information is used solely for compliance with government recordkeeping and legal requirements. Providing this information is voluntary and will not affect your application status.