Customer Retention Specialist

Job Title: Retention Specialist

Work Setup: Onsite

Location: Pasay City, Philippines

Employment Type: Full-Time

About the Company

We are a fast-growing tech company building an AI Marketplace designed to help small businesses thrive. Our platform connects entrepreneurs and SMBs with easy-to-use AI tools that simplify operations, improve productivity, and drive growth

Job Overview

We are seeking a proactive and customer-oriented Retention Specialist to join our onsite team in Pasay City. In this role, you will ensure that new users are effectively onboarded and actively engaged with our platform. Your primary focus is to help customers realize the value of our AI Marketplace and ensure their continued satisfaction and usage over time.

Key Responsibilities

Customer Onboarding

• Serve as the main point of contact for new users during the onboarding process.
• Provide hands-on support and education to ensure users understand the platform’s features and functionality.
• Guide users through setup, training, and activation to ensure a strong start.

Customer Engagement & Retention

• Monitor customer activity to identify engagement patterns and proactively address signs of disengagement
• Conduct follow-ups and check-ins to promote product usage and customer success.
• Build strong relationships with users to encourage loyalty and long-term use.

Collaboration & Feedback

• Work cross-functionally with Support, Product, and Marketing teams to resolve customer issues and deliver a seamless experience.
• Collect and share customer feedback to support product improvements and service enhancements.
• Maintain detailed records of customer interactions and progress using internal tools and CRM systems.

Qualifications:

• 1–3 years of experience in customer onboarding, retention, or customer success roles.
• Experience in a tech, SaaS, or digital product environment is preferred.
• Ability to communicate professionally and effectively with native English-speaking clients.
• Strong verbal and written communication skills, with a customer-first mindset.
• Tech-savvy and comfortable learning new platforms and tools quickly.
• Able to work independently and as part of a collaborative, fast-paced team.
• Must be willing to work onsite in Pasay City.

What We Offer

• Competitive compensation package
• Opportunities for career growth in a fast-moving tech start-up
• Supportive team culture and onsite collaboration
• Chance to help small businesses succeed with innovative AI solutions