Customer Retention Specialist

Job Description

Job Description

• Location: Fully remote – must be based in the Philippines
• Pay: $8.75 USD per hour, plus monthly performance bonuses and additional incentives
• Training: Mandatory, paid 6-week virtual training, Monday–Friday, 8:00 AM–5:00 PM CT (9:00 PM–6:00 AM PHT)
• Schedule: Shifts fall within business hours of 7:00 AM–9:00 PM CT US Time (8:00 PM–10:00 AM PHT), 7 days a week. Evenings and weekends are required.
• Equipment: Bring your own computer and wired high-speed internet (see Technical Requirements below)

About the Role

Nerdy is looking for high-performing sales and customer retention professionals in the Philippines to join our growing Customer Retention team.

This is not a traditional support role. It is a sales-driven retention position . Your mission is to protect revenue, rebuild customer trust, and turn cancellation requests into renewed confidence in our services.

You'll lead meaningful, high-stakes conversations with families who are thinking about leaving. Using consultative selling, empathy, and resilience, you'll uncover what they need, work through their objections, and recommend the right solutions to keep students on track.

If you thrive in performance-based environments, love to close, and care about education, this is your chance to make a measurable impact and be rewarded for your results.

Why Nerdy?

• Innovative technology: Join a leading U.S. tutoring company that is transforming education through technology and personalized learning.
• Career growth: This full-time, fully remote role includes hands-on training and performance-based advancement into training, leadership, and other areas of the business. Excel here and watch your career and earnings grow.
• Lucrative bonuses: Beat your retention and renewal targets to unlock performance bonuses and additional incentives.
• Real impact: Help students reach their academic goals and make a lasting difference in their learning journey.

What You'll Do

• Own a high volume of inbound cancellation and at-risk customer calls, with a focus on retaining revenue.
• Lead consultative conversations to uncover needs and recommend solutions such as tutoring programs, live classes, or homeschool support.
• Turn objections into opportunities through persuasive, empathetic communication.
• Take full ownership of at-risk accounts and re-engage families with personalized recommendations.
• Meet and exceed key performance metrics, including saves, renewals, revenue retention, and customer satisfaction.
• Use Nerdy AI and internal systems to guide conversations and speed up solutions.
• Keep accurate CRM records and follow up on every commitment.
• Handle complex or emotionally charged situations with professionalism and a win-back mindset.
• Share insights with sales, product, and training teams to strengthen our retention strategy.
• Apply coaching and feedback to keep improving your performance.

What Success Looks Like

• You consistently retain at-risk customers by matching solutions to their needs.
• Families trust you as a knowledgeable advisor who helps them navigate their child's learning journey.
• You meet or exceed weekly and monthly revenue retention targets, and earn strong bonuses as a result.
• You embrace coaching, refine your approach, and use AI tools to raise your performance every day.

What You Bring

• Fluent English with strong reading, writing, and verbal communication skills.
• 3+ years of experience in sales, customer retention, escalations, or consultative phone-based roles.
• At least 6 months living or working in an English-speaking market, or in a role that required professional English for full shifts (e.g., the travel industry).
• A proven track record of meeting or exceeding sales or revenue retention goals.
• Strong objection-handling and closing skills under pressure.
• Experience handling escalations or save/cancel conversations.
• High emotional intelligence and empathy, especially when working with families.
• Comfort with CRM platforms and AI-powered tools.
• Strong organization and time management in a fast-paced environment.
• Willingness to work evenings and weekends.

Nice to have: Experience in education, teaching, or tutoring.

Technical Requirements

All Customer Retention Specialists provide their own equipment, which must meet the following minimum requirements.

Internet

• High-speed internet: at least 100 Mbps download / 50 Mbps upload
• Wired Ethernet connection only (no Wi-Fi, satellite, or mobile hotspot)

Computer (desktop or laptop)

• Processor: Intel i5 or AMD Ryzen 5 or better (Mac: Apple M1 or later)
• RAM: 16 GB minimum
• Storage: 20+ GB free (an SSD may be required if performance issues persist)
• Ports: USB ports for required peripherals

Operating system

• Windows 11 (64-bit) or macOS 26 Tahoe , kept up to date with the latest version
• Windows 10 is not supported

 

Training & Work Schedule

All training and work schedules follow U.S. Central Time (CT). You must adjust your local availability to match the required CT hours.

Paid Training: Mandatory 6-week virtual training, Monday–Friday, 8:00 AM–5:00 PM CT, with a one-hour unpaid meal period. Full attendance is required.

Post-Training Schedule: After successfully completing training, you will work one of the following schedules:

• Schedule A — Early: Monday–Friday | 7:00 AM–4:00 PM CT, including a one-hour unpaid meal period | Days off: Saturday & Sunday
• Schedule B — Mid: Sunday–Thursday | 8:00 AM–5:00 PM CT, including a one-hour unpaid meal period | Days off: Friday & Saturday
• Schedule C — Late-Mid: Sunday–Thursday | 11:00 AM–8:00 PM CT, including a one-hour unpaid meal period | Days off: Friday & Saturday

Schedule Assignment: You will have an opportunity to share your shift preferences. Preferences are considered but cannot be guaranteed; final assignments depend on business needs and available openings. Your assigned post-training schedule will be communicated toward the end of training, typically during weeks 4–5.

Availability Requirement: You must attend all training hours and work your full assigned post-training schedule, including weekends where applicable. All schedules remain aligned with U.S. Central Time, so you must adjust your local working hours when U.S. daylight saving time begins or ends.

Unleash Your Full Potential at Nerdy

Join our global network: work remotely, earn in U.S. dollars, and build the future of learning alongside a high-performing, AI-first team.

• Competitive pay: Market-leading compensation of $8.75/hr USD, with performance-driven growth where results drive rewards.
• 100% remote: Work from anywhere in the Philippines.
• Flexible time away: Coordinate planned time off with your team to keep our global platform running smoothly.
• Free learning for your family: A fully paid Learning Membership for you and your immediate family, including 1:1 tutoring, unlimited on-demand classes, and full platform access. It's a unique perk that supports your growth and lets you experience the same product you'll be championing.
• Training and feedback: A fast-paced, collaborative, team-oriented environment with extensive training and a feedback-rich culture.
• Supercharged with AI: Use cutting-edge AI tools to boost your results every day.
• Global impact: Contribute to an innovative platform used by learners around the world.

Ready to Apply?

If you're a proven closer who wants to help families stay on track with their learning goals, we'd love to hear from you. Apply today and take the next step in your career with Nerdy.