Customer Retention Specialist

Overview

Varsity Tutors, a Nerdy company, is seeking high-performing sales professionals based in Brazil, Argentina, Chile, or Costa Rica to join our Customer Retention team. This is a sales-focused position where your primary responsibility is to retain revenue, overcome objections, and turn cancel requests into renewed confidence in our product. Our Customer Retention Specialists are closers who bring empathy, resilience, and strong sales instincts to every conversation. If you excel at consultative selling, thrive in high-stakes conversations, and are passionate about education, this is your chance to make a direct impact — and get rewarded for it.

This is a remote, full-time role focused on handling high-level customer escalations, preventing churn, and driving renewals. You’ll work closely with our sales and training teams, use cutting-edge tools like Nerdy AI, and be backed by a coaching-driven culture that’s committed to helping you succeed.

Location

Fully Remote - Based in Brazil, Argentina, Chile or Costa Rica

Compensation/Benefits

• Competitive Hourly Rate ($12/hr USD)
• Full-Time Position (40 hours per week, evenings and weekends required)
• Fully Remote Position
• A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Why Nerdy?

• Innovative Technology: Be a part of a leading US private tutoring company changing the game in education with innovative, tech-driven learning solutions.
• Career Growth Opportunities: Fully remote, full-time position with on-the-job training and opportunities into training, management, and other parts of the business based on performance.
• Uncapped Earning Potential: Competitive base compensation with generous commissions.
• Lucrative Bonuses: Achieve and surpass retention/renewal targets to unlock bonuses.
• Make a Difference: Help students achieve their learning goals and make a real impact on their educational journey.

Qualifications

• Fluent in English (written and spoken); strong verbal persuasion skills required.
• 3+ years of experience in sales, customer retention, account management, or high-stakes customer service — preferably in phone-based or consultative roles.
• Demonstrated success in meeting sales or revenue retention goals, with the ability to manage objections and close deals under pressure.
• High empathy and emotional intelligence, with the ability to understand families\' educational needs and make product/service recommendations.
• Experience handling customer escalations or save/cancel conversations with a focus on solution-selling.
• Tech-savvy, with the ability to use AI tools and CRM systems to support decision-making and streamline workflows. Comfortable in a fast-paced, goal-driven environment where priorities can shift quickly and performance is highly visible.
• Strong organizational and time management skills; able to multitask and stay focused.
• Willing to work a full-time schedule that includes at least evenings and weekend shifts.
• Education, teaching, or tutoring experience is preferred, but not required.
• Network requirements: High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet.
• Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by unrelated causes.

Responsibilities

• Own and manage a high volume of inbound calls from customers considering cancellation, with a focus on retaining revenue and delivering value.
• Act as a consultative sales professional, uncovering customer needs and recommending solutions that align with their goals (e.g., tutoring programs, live classes, homeschool support).
• Deflect cancellations through persuasive, empathetic, and informed conversations that increase customer confidence and trust in Nerdy\'s offerings.
• Take full ownership of at-risk customer accounts, working to re-engage and retain them through personalized outreach and product recommendations.
• Meet and exceed key sales and retention targets, including saves, renewals, and customer satisfaction benchmarks.
• Use Nerdy AI and internal systems to guide conversations, surface the right offerings, and accelerate resolutions.
• Collaborate with the sales, product, and training teams to share customer feedback and improve overall retention strategy.
• Continuously implement coaching and feedback to improve performance, close more saves, and deliver high-quality customer interactions.
• Navigate complex or emotionally charged situations with grace, professionalism, and a win-back mentality.
• Maintain accurate and up-to-date records in CRM tools, ensuring proper follow-up and account management.
• Actively implement coaching and feedback in pursuit of providing customers with a high quality experience.

What Success Looks Like

• You consistently save at-risk customers by understanding their needs and recommending the right Nerdy product or service.
• You become a trusted guide for families, showing them how Nerdy\'s learning solutions can evolve with their child\'s journey.
• You\'re hitting or exceeding your weekly and monthly revenue retention targets, and earning strong commissions as a result.
• You embrace feedback, refine your pitch, and lean on coaching and Nerdy AI to improve every day.

Benefits/Training

• Paid 4 week virtual training program will take place Monday - Friday, 9am-5:30pm CST (Mandatory)
• Fully Remote Position
• Once in a lifetime opportunity to help revolutionize how the world learns
• To support both the consultative and sales requirements of the position, we offer a training program with ongoing career development and opportunities for growth.
• Learn industry-leading communication and customer retention techniques that will enable you to find solutions for families.
• Become an expert in educational products and programs, including 1-on-1 tutoring, online classes, adaptive assessments, and homeschooling.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Other
• Industries: Technology, Information and Internet

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