{"id":2580906,"url":"https://alion.io/job/acquire-sr-customer-retention-specialist","title":"Sr. Customer Retention Specialist","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":16,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-20T08:14:04Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nAt Acquire Intelligence, our mission is to help business work smarter.\nWe bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.\nOur purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.\nIf you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.\nAdvance Your Career - Join us today and be part of a team where your work makes an impact!\nWHY JOIN THE A-TEAM? Come for a career, stay for the fun!\nHere’s what’s waiting for you:\nHMO coverage for you and your family\n Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)\nRecognition through our Value Awards - we celebrate your wins\nReal career growth with internal promotions\nMeaningful work with talented and supportive teams\nYour future matters:\n900 internal promotions every year\n2,700+ leadership training courses\nExtra rewards along the way:\n14th Month Pay for employees who complete 5 years with us\nGenerous referral incentives of up to ₱42,000 depending on the role\nEnjoy work-life balance:\n12 Vacation Leaves*\n12 Sick Leaves*\n1 Birthday Leave*\nA SNAPSHOT OF YOUR ROLE\nYour Role Purpose & Objective\nThe Retention team plays a key role in protecting and growing the hipages customer base by engaging tradies who may be at risk of leaving the platform. The purpose of this role is to understand customer concerns, identify opportunities to restore value, and provide tailored solutions that improve customer satisfaction and retention.\nYou will work closely with businesses to uncover the reasons behind cancellation requests, resolve issues where possible, and clearly communicate the value of hipages products and services. This includes helping customers better understand their package, improve their experience on the platform, and feel supported in achieving their business goals.\nThe role also supports collection-related activity by having clear and professional conversations with customers about outstanding payments, account status, and options available to help resolve overdue balances where appropriate.\nThe objective of the role is to reduce churn, improve save rates, support payment resolution, increase customer engagement, and turn at-risk customers into retained, satisfied and active hipages customers.\nHow you will add value\nIn this role, you will add value by helping retain and re-engage tradies who may be at risk of leaving the hipages platform. You will use strong communication, objection handling and product knowledge to understand customer concerns, restore value and support positive commercial outcomes.\nKey responsibilities include:\nMeet and exceed daily, weekly and monthly KPIs, retention and sales targets, while modelling strong performance standards.\nManage a high volume of inbound and outbound customer calls, achieving a minimum of 2.5 hours talk time per day.\nTake ownership of complex, high-value or escalated cancellation, downgrade, renewal and collections conversations.\nUse effective business needs analysis to understand customer concerns and provide suitable retention solutions.\nHandle objections, complaints and difficult conversations confidently, balancing customer needs with commercial outcomes.\nClearly communicate the value of hipages products, packages and platform features.\nSupport collection-related conversations, including outstanding balances, payment options and account status.\nAct as a subject matter expert and support team members with coaching, side-by-sides, call calibrations, onboarding and best-practice conversations.\nIdentify recurring customer themes and process improvement opportunities, and provide recommendations to the Team Leader.\nWork with internal teams to resolve complex customer issues and escalations.\nMaintain accurate CRM notes, actions and follow-ups, ensuring matters are progressed through to resolution.\nConsistently follow and reinforce Sales Policy, QA, compliance, licensing and internal process requirements.\nYour Experience\nMinimum 5+ years’ experience in sales, customer service, account management or customer retention.\nMinimum 3+ years’ experience in a high-volume phone-based retention, collections or customer support environment.\nProven track record of achieving retention, sales, revenue, quality and activity KPIs.\nStrong experience handling complex objections, complaints, escalations and cancellation conversations.\nStrong communication, rapport-building, negotiation and de-escalation skills.\nStrong commercial judgement with the ability to balance customer outcomes and business needs.\nExperience coaching, mentoring or supporting peers is highly regarded.\nAbility to identify customer trends and recommend practical process or coaching improvements.\nStrong organisational skills with the ability to manage competing priorities and maintain accurate CRM records.\nExperience using CRM systems such as Salesforce is highly regarded.\nExperience in an online marketplace, SaaS, subscription, membership or digital services business will be viewed favourably.\nWho you will be working with\nYou will work closely with the Retention, Sales, Customer Support, Collections, Product and Operations teams to retain customers, resolve issues and improve the overall tradie experience\nhipages Group Competencies\n\nThe Sales Experience: Proactively maintains own sales pipeline, driving personal sales to meet targets\n\nThe Service Experience: Speaks with genuine enthusiasm and confidence about the hipages brand and product, following the script\n\nSales Management Operations: Follows sales touchpoint process, adhering to QA process\n\nSales Drive: Motivated to achieve sales goals and targets\n\nSales Resilience: Remains focussed on work when under pressure, showing an optimistic approach to work\nBehavioural Competencies\n\nCommunication: Speaks clearly and audibly, checking for understanding\n\nRelationship Building: Connects and develops rapport with others to build and maintain good working relationships\n\nPlanning / Organising: Plans and prioritises own tasks and activities to meet targets\n\nCommercial Acumen: Understands how hipages operates and makes money\nSuccess Profile\nIn the first 3 months, the successful team member is expected to have:\nBuilt a strong understanding of the hipages platform, packages, customer journey and key value drivers.\nDeveloped confidence in explaining the benefits of hipages to tradies to support retention and save outcomes.\nBecome competent in using CRM systems to manage customer interactions, update records accurately and complete required stage changes.\nDemonstrated a sound understanding of sales, retention, collections and complaints processes.\nFollowed Sales Policy, compliance requirements and internal guidelines consistently.\nDeveloped a basic understanding of licensing requirements across each state to support quality and compliance.\nManaged a high volume of inbound and outbound calls, including achieving minimum talk time expectations.\nShown the ability to uncover customer concerns, handle objections and offer suitable solutions.\nAchieved at least 80% of KPIs and demonstrated consistent progress towards revenue and retention targets.\nIn the first 6 months, the successful team member is expected to have:\nBecome highly confident in the hipages platform, packages and tradie journey, and use this knowledge to improve retention and conversion outcomes.\nConsistently handled cancellation, downgrade, renewal and collections-related conversations with confidence and professionalism.\nUsed CRM effectively to manage follow-ups, record accurate notes and maintain a clean customer pipeline.\nDemonstrated strong objection handling and value-led conversations to retain at-risk customers.\nConsistently followed Sales Policy, compliance, licensing and process requirements.\nBuilt strong working relationships with internal teams to help resolve customer issues quickly.\nDelivered consistent performance against retention, activity, revenue and quality expectations.\nAchieved 100% of KPIs for the previous 3 consecutive months.\nKey Metrics\nMinimum talk time: 2.5 hours per day\nKPI achievement: 80%+ within first 3 months, then 100% ongoing\n CRM hygiene: Accurate notes, outcomes and follow-up actions completed consistently\nJoin the A-Team and experience the A-Life!","description_format":"text","description_chars":8645,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T01:54:01Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.525,"p_room":0.75,"age_days":25,"expected_fill_days":27,"reasons":["conf:11","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/acquire-sr-customer-retention-specialist","json_url":"https://alion.io/job/acquire-sr-customer-retention-specialist.json","meta":{"generated_at":"2026-10-20T13:13:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14679,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418402},"rest":"https://alion.io/mcp/rest/get_company?id=4418402"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facquire-sr-customer-retention-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facquire-sr-customer-retention-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facquire-sr-customer-retention-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acquire-sr-customer-retention-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facquire-sr-customer-retention-specialist"}]}