Retention Specialist - Whatsapp
Delhi
Dev – Dev-Product /
Employee India /
Remote
About HighLevel
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.
Our Website -https://www.gohighlevel.com/
YouTube Channel-https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g
Our Customers
HighLevel serves a diverse customer base, including over 70K agencies & entrepreneurs and 650K businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.
Scale at HighLevel
We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.
About the Team
The WhatsApp team at HighLevel oversees the full lifecycle of our WhatsApp product, from development and quality assurance to onboarding, support, and customer retention. The team is dedicated to delivering exceptional customer experiences, addressing technical and operational issues, and ensuring customers derive maximum value from the WhatsApp integration. This role focuses on reducing churn and building strong relationships with our customers.
About the Role
HighLevel is seeking a Retention Specialist to lead customer retention, and product operations. In this role, you will:
- Engage with customers who have purchased the platform but have not fully integrated it.
- Assist customers in troubleshooting technical and operational issues.
- Analyze churn trends and implement strategies to retain customers considering cancellation.
- Manage support articles, product updates, and feature release documentation to ensure up-to-date information.
You will work closely with the Product, Engineering, Support, and Meta teams to optimize product adoption and ensure a frictionless experience for customers.
Type: Full Time (Remote in India)
Responsibilities
Customer Onboarding & Retention
- Conduct 1:1 calls with agency owners to assist in onboarding and product adoption.
- Reach out proactively to sub-accounts that have purchased the product but have not yet completed the setup.
- Guide customers through common integration challenges and platform configurations.
- Educate customers on best practices, product policies, and platform capabilities.
- Gather and analyze feedback from customers on onboarding pain points.
Retention & Churn Prevention
- Contact agencies looking to cancel or who have already canceled to understand their reasons.
- Develop deflection strategies, including feature demonstrations and troubleshooting support.
- Address common concerns such as pricing, API limitations, and product feature gaps.
- Work closely with the Product team to propose enhancements based on recurring feedback.
Technical Support & Troubleshooting
- Assist agencies in configuring APIs, setting up templates, and resolving integration issues.
- Interface with Meta Support to escalate and resolve issues that require intervention.
- Provide basic API and JSON troubleshooting to help customers integrate efficiently.
- Create detailed documentation for common issues and solutions.
Product Operations & Documentation
- Own and maintain support articles to keep them updated and relevant.
- Manage product updates and feature releases through the Canny Changelog.
- Track feature adoption and engagement metrics using internal tools like Pendo.
- Ensure retention-focused initiatives are implemented to improve long-term customer value.
Requirements
Experience
- 2+ years in customer retention, customer success, account management, or a related role.
- Experience working with SaaS products, especially subscription-based models.
Technical Skills
- Strong understanding of WhatsApp APIs, API workflows, and JSON structures.
- Basic knowledge of API integration and troubleshooting.
- Familiarity with customer engagement tools (e.g., Pendo, CRM systems).
Communication Skills
- Excellent verbal and written communication skills to interact professionally with agency owners and internal teams.
- Strong interpersonal skills to build trust and maintain long-term relationships with customers.
Problem-Solving Skills
- Ability to think critically and propose creative solutions to customer issues.
- Analytical mindset to identify patterns in customer feedback and cancellation data.
Preferred Soft Skills
- Strong empathy and customer-centric approach to handling retention calls.
- Proactive attitude with the ability to prioritize tasks in a fast-paced environment.
- Adaptability to handle diverse customer scenarios effectively.
EEO Statement:
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
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