Experienced Full Stack Senior Customer Retention Specialist – High-Level Escalations and Client Relations for Remote Educational Support

Join the Innovative Team at blithequark: Revolutionizing Education with Cutting-Edge Technology

blithequark, a pioneering company in the educational technology sector, is seeking highly skilled and empathetic Senior Customer Retention Specialists to join our dynamic team. As a leader in live online learning, we offer a comprehensive suite of personalized educational products and services that cater to the diverse needs of learners worldwide. Our mission is to transform the way people learn through innovative technology, and we're looking for talented professionals like you to help us achieve this goal.

About blithequark

blithequark, the parent company of our flagship brand, is a leading platform for live online learning. Our proprietary platform leverages advanced technologies, including AI, to connect learners of all ages with experts in various subjects. We provide learning experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Our comprehensive learning destination is designed to deliver superior value to both learners and experts.

Job Summary

As a Senior Customer Retention Specialist at blithequark, you will play a critical role in ensuring the satisfaction and retention of our existing customers. This is a temp-to-hire, remote position that focuses on resolving high-level escalations and providing exceptional customer service. You will work closely with our sales and training teams to drive customer engagement, increase retention, and promote a positive experience for our clients.

Key Responsibilities:

• Conduct and effectively manage a high-volume of inbound phone calls to support current customers and address their concerns.
• Deflect cancellation requests with a solutions-oriented approach that instills confidence in our products and services.
• Take full ownership of existing customers who are at risk of canceling services and work to secure renewals or saves.
• Address complaints and concerns with the goal of increasing satisfaction and securing renewals or saves.
• Achieve client onboarding, retention, and engagement targets set by management.
• Assess and understand the needs of our clients to make recommendations for educational products and services.
• Assist in client service and build strong relations with our students and families.
• Manage client records to ensure proper follow-up and communication.
• Communicate effectively with internal teams and external customers.
• De-escalate and handle challenging situations on a regular basis.
• Actively implement coaching and feedback to provide customers with a high-quality experience.

Requirements and Qualifications:

To be successful in this role, you should possess the following qualifications and skills:

• 3+ years of experience with high-level customer escalations in account management, client relations, hospitality, or tourism, preferably over the phone.
• Education, teaching, or tutoring experience is preferred but not required.
• High empathy and emotional intelligence, with the ability to understand families' educational needs and make product/service recommendations.
• Strong problem-solving skills and ability to adapt quickly in a fast-paced environment.
• Conflict management skills and the ability to use high-level judgment when managing customer defects.
• Ability to remain calm and professional in stressful situations.
• Excellent verbal and written communication skills.
• Ability to work independently and multi-task.
• Network requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite, or Cellular Hotspot or Cellular Internet.

Leadership Principles:

At blithequark, we value the following leadership principles:

• Relentless Focus on Customers
• Comfort with Ambiguity
• Ownership
• Simplify
• Intellectual Curiosity
• Build Teams
• Think Big
• Insist on High Standards
• Bias for Action
• Build Trust
• Go Deep
• Have Conviction
• Deliver Results
• Are Right, a Lot

What We Offer:

As a Senior Customer Retention Specialist at blithequark, you will enjoy the following benefits and opportunities:

• $18/hr to start with the opportunity to be promoted to a full-time position based on performance.
• Full-time positions offer:
  • $40,000 base salary
  • $6,000 variable compensation target (plus unlimited bonus potential)
  • Equity (Restricted Stock Units) in the company
  • Comprehensive benefits package (health insurance, 401k matching plan, PTO, and free access to tutoring and online educational resources)
• Fully Remote Position with flexible working hours.
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.

Why Join blithequark?

At blithequark, we're passionate about revolutionizing education with cutting-edge technology. We offer a dynamic and supportive work environment that encourages growth, innovation, and teamwork. As a Senior Customer Retention Specialist, you will have the opportunity to make a meaningful impact on the lives of learners worldwide. If you're a motivated and empathetic professional looking for a new challenge, we invite you to join our team and be part of our mission to transform the way people learn.

How to Apply:

If you're excited about this opportunity and believe you have what it takes to succeed as a Senior Customer Retention Specialist at blithequark, please submit your application. We look forward to hearing from you and discussing how you can contribute to our mission.