Retention Specialist - Whatsapp

About HighLevel

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website -https://www.gohighlevel.com/

YouTube Channel-https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post -https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers

HighLevel serves a diverse customer base, including over 70K agencies & entrepreneurs and 650K businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Team

The WhatsApp team at HighLevel oversees the full lifecycle of our WhatsApp product, from development and quality assurance to onboarding, support, and customer retention. The team is dedicated to delivering exceptional customer experiences, addressing technical and operational issues, and ensuring customers derive maximum value from the WhatsApp integration. This role focuses on reducing churn and building strong relationships with our customers.

About the Role

HighLevel is seeking a WhatsApp Retention Specialist to directly engage with agencies looking to cancel or who have already canceled their WhatsApp subscription. In this role, you will conduct in-depth conversations to understand their reasons for cancellation, identify pain points, and implement strategies to retain them as customers. You will also act as a bridge between customers and Meta to resolve technical issues, leveraging your expertise in WhatsApp APIs, JSON structures, and API workflows.

Type: Full Time (Remote in India)

Responsibilities

Customer Engagement:

- Get on calls with agency owners who are canceling or have canceled their WhatsApp subscription to understand their reasons and concerns.

- Use active listening and problem-solving skills to address customer pain points and offer solutions.

Retention Strategies:

- Develop and execute deflection strategies, including offering feature demonstrations, addressing misunderstandings about the product, and exploring alternative configurations to meet customer needs.

- Collaborate with the Product team to propose features or enhancements based on customer feedback.

Technical Expertise:

- Provide clear explanations of WhatsApp API capabilities and how they align with the customer’s business objectives.

- Troubleshoot basic API and JSON-related issues during customer conversations and escalate complex problems to the appropriate teams.

- Interface with Meta’s support team to raise tickets and resolve technical issues affecting customers.

Proactive Outreach:

- Track cancellation trends using tools like Pendo and proactively reach out to agencies showing high churn risk or failed onboarding attempts.

Data-Driven Insights:

- Collect and analyze feedback from agencies to identify common pain points and share actionable insights with Product and Support teams.

- Monitor churn metrics and retention success rates, providing regular reports to leadership.

Stakeholder Collaboration:

- Work closely with the Support, QA, and Product teams to resolve customer issues efficiently.

- Act as a liaison between customers and Meta for escalated issues.

Requirements

Experience

- 2+ years in customer retention, customer success, account management, or a related role.

- Experience working with SaaS products, especially subscription-based models.

Technical Skills

- Strong understanding of WhatsApp APIs, API workflows, and JSON structures.

- Basic knowledge of API integration and troubleshooting.

- Familiarity with customer engagement tools (e.g., Pendo, CRM systems).

Communication Skills

- Excellent verbal and written communication skills to interact professionally with agency owners and internal teams.

- Strong interpersonal skills to build trust and maintain long-term relationships with customers.

Problem-Solving Skills

- Ability to think critically and propose creative solutions to customer issues.

- Analytical mindset to identify patterns in customer feedback and cancellation data.

Preferred Soft Skills

- Strong empathy and customer-centric approach to handling retention calls.

- Proactive attitude with the ability to prioritize tasks in a fast-paced environment.

- Adaptability to handle diverse customer scenarios effectively.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.