Pay: $25.00 - $35.00 per hour
Customer Service & Retention Manager
Work Location: In-person preferred; hybrid flexibility may be considered for the right candidate.
About the Role
We are seeking a proactive, hands-on Customer Service & Retention Manager to oversee inbound customer communication, strengthen customer relationships, support sales and retention efforts, and improve our internal systems and workflows.
This role combines customer service, lead follow-up, customer retention, CRM management, and AI/chat automation. The ideal candidate is highly responsive, organized, personable, and comfortable handling both service-related and sales-oriented conversations.
You will play a key role in improving response times, reducing customer drop-off, increasing bookings and conversions, and creating a consistently positive customer experience.
Responsibilities
Customer Service & Retention
- Manage inbound inquiries across phone, SMS, email, and chat.
- Communicate with customers in a natural, professional, and non-scripted manner.
- Provide clear and helpful responses while guiding customers through appropriate next steps.
- Build strong customer relationships and proactively address concerns or service issues.
- Follow up with existing customers to encourage continued engagement, repeat bookings, and long-term retention.
- Identify customers who may be at risk of disengaging and develop appropriate follow-up strategies.
- Escalate sensitive or complex concerns when necessary while helping ensure timely resolution.
Lead Follow-Up & Sales Support
- Work outbound call and text lists, including missed calls, abandoned leads, warm leads, and prior customers.
- Follow up consistently with prospective and existing customers.
- Move qualified leads toward booking, purchase, or consultation.
- Support closing conversations when appropriate.
- Re-engage inactive leads and customers through personalized outreach.
- Track follow-up activity and outcomes within the CRM.
CRM & Workflow Management
- Build, clean, and maintain pipelines, tags, contact records, and customer profiles in GoHighLevel.
- Ensure customer records and communication histories remain accurate and organized.
- Set up and optimize SMS and email follow-up sequences.
- Improve lead tracking, retention tracking, and follow-up processes.
- Identify gaps in customer communication and recommend workflow improvements.
- Help ensure no lead or customer inquiry falls through the cracks.
AI & Automation
- Train, monitor, and improve the company’s AI customer service agent, such as Intercom Fin or a similar platform.
- Help organize and maintain the company’s help center and knowledge base.
- Review automated responses for accuracy, clarity, and tone.
- Identify common customer questions that can be handled through automation.
- Develop workflows that reduce manual work without compromising the customer experience.
- Escalate conversations requiring human support or judgment.
Requirements
- At least two years of experience in customer service, customer retention, sales, customer success, or a similar role.
- Strong spoken and written English with clear, confident, and professional communication skills.
- Experience working within a CRM system.
- Comfortable handling both customer support and sales-related conversations.
- Strong follow-up skills and the ability to manage multiple conversations and priorities.
- Organized, proactive, dependable, and highly detail-oriented.
- Comfortable learning new technology and improving existing systems.
- Able to work independently while collaborating closely with leadership and other team members.
- Ability to work primarily on-site.
Preferred Qualifications
- Experience with GoHighLevel, Intercom, or similar platforms.
- Experience creating CRM workflows, automations, or customer communication sequences.
- Experience training or managing AI agents or chatbots.
- Experience in customer retention, membership retention, subscription services, or recurring-revenue businesses.
- Background in healthcare, telehealth, wellness, aesthetics, or the medspa industry.
- Experience handling high-volume phone, text, email, or chat communications.
Success in This Role
Success will be measured by:
- Fast and consistent response times across all communication channels.
- Increased customer retention and repeat bookings.
- Improved lead-to-booking and lead-to-purchase conversion rates.
- Effective re-engagement of inactive leads and former customers.
- Clean, accurate, and organized CRM records and pipelines.
- Fewer missed inquiries and follow-up opportunities.
- Reduced manual workload through effective workflows and automation.
- A stronger and more consistent overall customer experience.
Work Location
This position is intended to be primarily in-person, and preference will be given to candidates who are available to work on-site. A hybrid arrangement may be considered after training or for an exceptional candidate, based on business needs and demonstrated performance.
Work Location: In person
Pay: $25.00 - $35.00 per hour
Work Location: In person
