Customer Success Specialist - Refunds & Escalations

Summary

Join ELVTR, a premier online education platform, as a Customer Success Specialist focused on Refunds and Escalations. This full-time remote position, based in Mexico, requires managing client retention, handling refunds and billing inquiries, and providing administrative support to the sales team. You will handle refund and transfer requests, resolve customer concerns, manage chargebacks, maintain accurate records in the CRM, and attend weekly production meetings. The role also involves handling complaints, managing the Welcome Back Credits process, holding monthly meetings to improve processes, and assisting with additional operational tasks. The ideal candidate possesses strong communication, organizational, and problem-solving skills, along with experience in customer success and handling refunds. ELVTR offers a competitive salary, bonuses, gym membership reimbursements, mental health benefits, generous vacation time, free access to courses, and a collaborative work environment.

Requirements

• 1+ years of experience in retention or customer success roles, with a focus on handling refunds, escalated cases, and sensitive customer interactions
• Familiarity with CRM systems
• Excellent phone and email communication skills, with the ability to build strong relationships with customers and colleagues
• Strong organizational skills and keen attention to detail
• Ability to multitask and prioritize competing demands in a fast-paced environment
• Proactive problem-solver with a customer-focused mindset
• Strong analytical and decision-making skills to assess patterns and propose actionable solutions
• High level of adaptability and willingness to take on diverse responsibilities

Responsibilities

• Handle refunds and transfer requests on a day-to-day basis, providing an excellent experience to customers and retaining a high percentage of saved students
• Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty
• Handle chargeback cases promptly, providing necessary documentation and resolutions
• Actively work in the CRM to keep track of cases and maintain the Refunds Report and Monthly KPI report to improve refund-related processes
• Regularly review and address missing tickets to ensure no unresolved customer inquiries
• Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies
• Handle customer complaints effectively, ensuring swift resolutions and capturing insights to prevent recurrence
• Manage the Welcome Back Credits process for re-engaging former customers
• Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency
• Improve internal processes and offer solutions

Benefits

• Competitive Salary and Bonuses
• Gym membership reimbursements
• Mental health benefits
• Generous vacation allowance
• Free access to all our courses
• Remote Work