Customer Retention & Billing Specialist

About the role

ELVTR is looking for a proactive Customer Retention and Operation Specialist to join its remote team. You will be responsible for managing refunds, billing inquiries, and payment recovery while ensuring a high level of student satisfaction and retention.

Key responsibilities

• Process daily refunds, transfer requests, and chargeback cases across US, UK, and APAC markets.
• Engage with students to resolve concerns, improve satisfaction, and encourage loyalty.
• Maintain accurate Refunds and Monthly KPI reports in the CRM.
• Collaborate with Program Managers and Instructional Designers in weekly production meetings.
• Oversee the Welcome Back Credits process and manage payment recovery, including failed payments and second‑deposit collections.
• Lead monthly cross‑functional meetings to identify patterns and propose process improvements.

Required profile

• 2+ years of experience in sales, customer service, refunds handling, or a related role.
• Strong phone and email communication skills with a customer‑focused mindset.
• Highly organized with meticulous attention to detail.
• Ability to de‑escalate demanding client situations quickly and effectively.

Required skills

• Proficiency with CRM systems (e.g., Salesforce, HubSpot).
• Experience using sales analytics tools.

What we offer

• Competitive compensation package.
• Fully remote full‑time position with flexible hours (1 – 10 PM British time).
• Opportunity to work with top executives and grow within a fast‑expanding online education platform.