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
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
Provide guidance to team members on live customer issues when needed
Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge
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
Develop strong expertise in HighLevel products, tools, and workflows
Participate in knowledge-sharing sessions and team workshops
Assist with monitoring unassigned conversations and ensuring follow-ups
Support adherence to team schedules, workflows, and operational processes

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)

Senior Customer Retention Specialist

Key skills