Experienced Full Stack Senior Customer Retention Specialist – High-Level Escalations and Client Relations for Innovative Educational Technology at Blithequark

Join the Blithequark Team: Transforming Education with Innovative 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 learning products that cater to the diverse needs of learners worldwide. Our award-winning platforms connect students and professionals with expert instructors, empowering them to achieve their goals. We're now looking for talented individuals to help us drive customer engagement, retention, and satisfaction.

About Blithequark

Blithequark, the parent company of our flagship brand, is a leading platform for live online learning. Our mission is to revolutionize the way people learn through technology. We leverage AI and other innovative tools to connect learners of all ages with experts, delivering exceptional value to both sides of our network. Our comprehensive learning destination offers experiences across 3,000+ subjects and multiple formats, including one-on-one instruction, small group classes, and adaptive self-study.

Job Summary

As a Senior Customer Retention Specialist at Blithequark, you will play a vital role in ensuring the satisfaction and loyalty of our clients. This is a temp-to-hire, remote position that focuses on retaining existing customers during high-level escalations. You will work closely with our sales and training teams to provide exceptional support, resolve issues efficiently, and drive customer engagement. If you're passionate about education, have excellent communication skills, and thrive in fast-paced environments, we encourage you to apply.

Key Responsibilities

• Conduct and manage a high-volume of inbound phone calls to support current customers, addressing their concerns and needs.
• Deflect cancellation requests using a solutions-oriented approach that instills confidence in our products and services.
• Take full ownership of existing customers at risk of canceling services, working to increase satisfaction and secure renewals or saves.
• Assess and understand client needs to make informed recommendations for educational products and services.
• Assist in client service, building strong relations with students and families.
• Manage client records to ensure proper follow-up and communication.
• De-escalate and handle challenging situations on a regular basis, maintaining a calm and professional demeanor.
• Actively implement coaching and feedback to provide customers with a high-quality experience.
• Achieve client onboarding, retention, and engagement targets set by management.

Essential Qualifications

• 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 adaptability in fast-paced environments.
• Conflict management skills and the ability to use high-level judgment when managing customer defects.
• 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.

Preferred Qualifications

• Experience in the education sector or with educational technology.
• Familiarity with AI-powered learning platforms.
• Previous experience in customer retention or account management.

Skills and Competencies

• Relentless focus on customers.
• Comfort with ambiguity.
• Ownership and accountability.
• Ability to simplify complex issues.
• Intellectual curiosity and a willingness to learn.
• Team-oriented and collaborative mindset.
• High standards and a bias for action.
• Ability to build trust and deliver results.

Career Growth Opportunities and Learning Benefits

At Blithequark, we're committed to the growth and development of our team members. As a Senior Customer Retention Specialist, you'll have access to:

• Comprehensive training and onboarding program.
• Ongoing coaching and feedback.
• Opportunities for career advancement and professional growth.
• Access to our online educational resources and tutoring services.

Work Environment and Company Culture

At Blithequark, we pride ourselves on a fast-paced, collaborative, and team-oriented work environment. We value:

• Innovation and creativity.
• Open communication and transparency.
• Diversity and inclusion.
• Continuous learning and growth.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $18/hr to start, with the opportunity to be promoted to a full-time position based on performance.
• $40,000 base salary (for full-time positions).
• $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) for full-time positions.
• Fully remote work arrangement.

Conclusion

If you're passionate about education, have a talent for customer relations, and thrive in dynamic environments, we invite you to join our team as a Senior Customer Retention Specialist. At Blithequark, we're committed to transforming the way people learn, and we're looking for talented individuals to help us achieve our mission. Apply now to become a part of our innovative and growing team!