Customer Success & Retention Specialist

Summary

Join hear.com as a Customer Success & Retention Specialist and work remotely to help customers improve their hearing and quality of life. You will receive in-depth training and be responsible for providing excellent customer service, identifying at-risk customers, and developing tailored solutions. The role involves handling high call volumes, collaborating with the team, and providing feedback to improve customer service. You will need previous customer retention or sales experience, empathy, a growth mindset, solid typing skills, and reliable network connectivity. Hear.com offers competitive compensation, a comprehensive benefits package, and a unique company culture.

Requirements

• Previous Customer Retention or Sales Experience: Be a retention champion — spot customers at risk of leaving, rebuild their trust, provide solutions, and win them back
• Great Empathy & Customer-Centric Mindset : A natural ability to understand and connect with customers. You genuinely care about customers and focus on providing the best solutions, knowing that success follows
• Growth Mindset : Strong work ethic and desire to learn, adapt, and improve. You're not intimidated by learning new systems/technology – we work with Salesforce, Twilio, along with Zoom, Outlook and Chrome
• Solid Typing Skills: You can type at least 40 words per minute — accuracy and speed help you stay efficient and focused when communicating with customers
• Reliable Network Connectivity : You must be able to hardwire to your home network and your download speed must be above 100Mbps and upload speed above 20Mbps. We'll provide the necessary equipment (laptop, monitor, keyboard, mouse, ethernet cable, etc.)

Responsibilities

• Change lives! You know, superhero stuff. You'll receive in-depth training from day one, giving you the knowledge needed to be successful (with bonus potential!) from the start
• Provide excellent customer service during each call with customers
• Be a retention hero — identify at-risk customers and work your magic to rebuild trust, offer solutions, and keep them with us
• Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction)
• Handle high call volume - Inbound, Outbound, Email/Chat support
• Help improve our customer service by providing feedback regarding recurring customer issues to further improve our service
• Develop tailored solutions based on customer needs
• Be able to act as the liaison between customers, Partners, and Sales Consultants
• Communicate with team to ensure a smooth experience for our customers
• Provide in-depth knowledge and advice for hearing loss

Benefits

• Remote, Full-Time Schedule : Your schedule will be an 8-hour shift with 1 hour lunch between the hours of 8AM – 8PM in your local time zone including rotating Saturdays. Schedules are subject to change
• Competitive Compensation : Guaranteed base rate of $23 per hour plus performance-based bonus potential of $300–$600 a month
• Benefits Package : Full medical, dental, vision, 401K, paid parental leave, open paid time off (PTO) policy, and paid sick time and paid company holidays
• Unique Culture: We are a close-knit team that values ownership, collaboration, and solution-oriented thinking. Our goal and performance driven environment, strengthens our bonds and drives our innovation and successful growth together
• Company sponsored clubs, events, and so much more