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About the Client
Our client is a B2B Voice AI solutions company that helps businesses automate and streamline their customer interactions, lead handling, and appointment scheduling using AI-driven voice technology.
About the Role
We are looking for a proactive and empathetic Retention Specialist to join our team, supporting our B2B Voice AI clients. This role focuses on de-escalating and retaining clients who may be dissatisfied or experiencing issues, ensuring they receive the highest level of service. You will be the bridge between our clients and internal teams, analyzing client journeys, identifying pain points, and providing tailored solutions to prevent churn.
Core Responsibilities:
- Communicate directly with clients via video calls to understand concerns and resolve escalations.
- De-escalate situations, rebuild client confidence, and retain clients using empathy, emotional intelligence, and professionalism.
- Analyze client journeys to identify miscommunications or process gaps and provide actionable solutions.
- Follow SOPs and concession policies to prevent churn and maintain consistent client satisfaction.
- Collaborate with cross-functional teams (operations, product, sales) to ensure client issues are resolved effectively.
- Document client interactions, outcomes, and recommended improvements in CRM and internal systems.
This role is open to all Latin America residents.
- 3+ years of experience in retention, customer success, account management, or client relations.
- Proven experience handling escalations, refunds, or sensitive client situations.
- Excellent verbal and written English; neutral accent required for video calls.
- Strong emotional intelligence, active listening, and problem-solving skills.
- Comfortable operating in a fast-paced startup environment.
- Experience with CRMs, Slack, and project management tools.
- Ability to quickly learn product functionality and positioning.
