Customer Success & Retention Specialist (Subscriptions & Operations) – Remote

We are an international online education platform offering personalized lessons with tutors from around the world.

We are currently looking for a highly organized and execution-driven Customer Success & Retention Specialist to join our team remotely.

About the Role

This is not a traditional customer support role. The position combines:

• Customer Support
• Customer Success
• Retention & Reactivation
• Subscription & Billing Operations

Your main responsibility will be to manage student communication, resolve issues quickly, and actively reduce cancellations and churn.

Key Responsibilities

• Handle daily communication with students via WhatsApp, phone, and email
• Manage subscription-related requests (upgrades, downgrades, changes)
• Handle cancellation requests and apply retention strategies
• Follow up with inactive students and re-engage them
• Manage student backlog and reduce churn risk
• Ensure all tickets are followed up and resolved (no pending cases)
• Coordinate with tutors and internal teams when needed

What Success Looks Like

• Fast response times
• No overdue tickets
• High follow-up consistency
• Reduction in cancellations
• Increased reactivation of inactive students

Ideal Candidate

• Experience in customer support, customer success, and/or retention roles
• Strong organizational and multitasking skills
• Experience with subscription-based services or billing is a strong plus
• Comfortable working with CRM systems (e.g. HubSpot etc.)
• Proactive mindset – you follow up until the issue is resolved
• Ability to work independently and take ownership

This Role Is NOT for You If

• You wait for customers instead of following up
• You struggle with organization or task management
• You prefer slow-paced or purely communication-based roles

Hiring Process

The hiring process includes:

• A practical assessment (test) based on real scenarios
• Interview for selected candidates

Additional Information

• Fully remote position
• Freelance collaboration (independent contractor / invoice-based cooperation)

If you are interested, apply and we will get back to you with the next steps.