Customer Success & Retention Specialist

About the role

Join hear.com as a Customer Success & Retention Specialist and help transform the lives of our customers—all from the comfort of your home. We’re looking for enthusiastic individuals who thrive in a dynamic, remote environment and want to make a real difference.

Responsibilities

• Provide excellent customer service during each call, acting as a retention hero by identifying at-risk customers and rebuilding trust to keep them with us.
• Contribute to customer service KPIs, including call time, first call resolution, customer retention, and customer satisfaction.
• Handle high call volume through inbound, outbound, email, and chat support.
• Improve customer service by providing feedback on recurring customer issues to enhance our service.
• Develop tailored solutions based on customer needs and act as a liaison between customers, partners, and sales consultants.
• Communicate with the team to ensure a smooth experience for customers and provide in-depth knowledge and advice for hearing loss.

Requirements

• Previous Customer Retention or Sales Experience: Ability to spot at-risk customers, rebuild trust, and win them back with effective solutions.
• Great Empathy & Customer-Centric Mindset: A natural ability to connect with customers and focus on providing the best solutions.
• Growth Mindset: Strong work ethic and desire to learn, adapt, and improve. Comfortable with new systems/technology, including Salesforce, Twilio, Zoom, Outlook, and Chrome.
• Solid Typing Skills: Minimum 40 words per minute with accuracy and speed.
• Reliable Network Connectivity: Must hardwire to your home network with download speeds above 100Mbps and upload speeds above 20Mbps. Equipment (laptop, monitor, keyboard, mouse, ethernet cable, etc.) provided.

Benefits

• Remote, Full-Time Schedule: 8-hour shifts (with 1-hour lunch) between 8AM–8PM in your local time zone, including rotating Saturdays.
• Competitive Compensation: Guaranteed base rate of $23/hour plus performance-based bonus potential of $300–$600/month.
• Benefits Package: Full medical, dental, and vision coverage; 401K; paid parental leave; open PTO policy; paid sick time; and paid company holidays.
• Unique Culture: Close-knit team valuing ownership, collaboration, and solution-oriented thinking. Company-sponsored clubs and events.

About hear.com

Since 2012, hear.com has redefined hearing care with a digital-first approach. As the fastest-growing hearing care company globally, we’re a profitable health-technology leader with a mission to help everyone hear well to live well. With over 1,100 team members across 7 international locations, we’ve transformed the lives of hundreds of thousands of customers. Join us in shaping the future of hearing care.