Location: Fully Remote – Based in the Philippines
Compensation: $8.65 (USD) per hour + monthly performance bonuses and additional incentives
Schedule:
- Mandatory Paid 4-Week Virtual Training, Monday–Friday, 8:00am–5:00pm CST
- We operate 7:00 AM to 9:00 PM CST, 7 days a week. You must be available to work any and all shifts during this operating window.
- Common schedules include, but are not limited to (all CST - US time zone):
- Mon–Fri: 8:00 AM–12:00 PM, 4:00 PM–8:00 PM
- Sat–Wed: 7:00 AM–4:00 PM
- Sun–Thu: 12:00 PM–9:00 PM
- Sun–Thu: 7:00 AM–4:00 PM
- Sat–Wed: 10:00 AM–7:00 PM
- Mon–Fri: 12:00 PM–9:00 PM
- Mon–Tue: 7:00 AM–4:00 PM; Wed–Fri: 12:00 PM–9:00 PM
About the Role:
Nerdy is seeking high-performing sales and customer retention professionals based in the Philippines to join our growing Customer Retention team. This is not a traditional support role. This is a sales-driven retention position where your primary mission is to protect revenue, strengthen customer trust, and turn cancellation requests into renewed confidence in our services. You’ll engage in meaningful, high-stakes conversations with families who are considering leaving. Through consultative selling, empathy, and resilience, you’ll uncover their needs, overcome objections, and recommend the right solutions to keep students on track.
If you thrive in performance-based environments, excel at closing, and are passionate about education, this is your opportunity to make a measurable impact—while being rewarded for your results.
Why Nerdy?
- Innovative Technology: Join a leading U.S. educational technology company transforming how people learn through innovative technology and personalized learning solutions.
- Career Growth Opportunities: This fully remote, full-time role includes hands-on training and performance-based advancement into training, leadership, and other areas of the business. Excel in your role and watch your career—and earnings—grow.
- Lucrative Bonuses: Exceed your retention and renewal targets to unlock performance bonuses and additional incentives.
- Make a Difference: Help students achieve their academic goals and positively impact their educational journey.
What You’ll Do:
- Own a high volume of inbound cancellation and at-risk customer calls with a focus on retaining revenue.
- Conduct consultative conversations to uncover needs and recommend solutions such as tutoring programs, live classes, or homeschool support.
- Turn objections into opportunities through persuasive, empathetic communication.
- Take full ownership of at-risk accounts, re-engaging families with personalized recommendations.
- Meet and exceed key performance metrics, including saves, renewals, revenue retention, and customer satisfaction.
- Leverage Nerdy AI and internal systems to guide conversations and accelerate solutions.
- Maintain accurate CRM documentation and ensure proper follow-up.
- Navigate complex or emotionally charged situations with professionalism and a win-back mindset.
- Partner with sales, product, and training teams to share insights that strengthen retention strategy.
- Actively apply coaching and feedback to continuously improve performance.
What Success Looks Like:
- You consistently retain at-risk customers by aligning solutions to their needs.
- Families trust you as a knowledgeable advisor who helps them navigate their child’s learning journey.
- You meet or exceed weekly and monthly revenue retention targets—and earn strong bonuses as a result.
- You embrace coaching, refine your approach, and use AI tools to elevate your performance daily.
Qualifications:
- Fluent in English with strong reading, writing, and verbal communication skills.
- 3+ years of experience in sales, customer retention, escalations, or consultative phone-based roles.
- At least 6 months of experience living or working in an English-speaking market, or in a role requiring full-shift professional English usage (e.g., travel industry).
- Proven track record of meeting or exceeding sales or revenue retention goals.
- Strong objection-handling and closing skills under pressure.
- High emotional intelligence and empathy, particularly when working with families.
- Experience handling escalations or save/cancel conversations.
- Tech-savvy and comfortable using CRM platforms and AI-powered tools.
- Strong organizational and time management skills in a fast-paced environment.
- Willingness to work evenings and weekends.
- Education, teaching, or tutoring experience is a plus (not required).
Technical/Equipment Qualifications:
All Customer Retention Specialists must provide their own equipment and meet the following criteria.
Network Requirements:
- High-speed internet (minimum 100 Mbps download / 50 Mbps upload)
- Wired Ethernet connection only (no Wi-Fi, satellite, or cellular hotspot connections)
Desktop or Laptop Required, minimum specifications:
- Processor: Intel i5 or AMD Ryzen 5 (or better)
Mac: Apple M1 or later
- RAM: 16 GB minimum
- Storage: 20+ GB free
(SSD may be required if issues persist)
- Must have USB ports for required peripherals
Supported OS:
- Windows 11 (64-bit) or macOS 26 Tahoe (or the most updated version at that time)
- Windows 10 is not supported
Unleash Your Full Potential at Nerdy!
Join our global network - work remotely, earn top-tier U.S. dollar rates, and build the future of learning alongside a high-performing, AI-first team:
- Competitive Opportunity: Market-leading compensation ($8.65/hr USD plus monthly performance bonuses), with performance-driven growth opportunities, where results drive rewards.
- 100% Remote: Work from anywhere in the Philippines.
- Flexible Time Away: Coordinate with your team for planned time off, keeping our global platform running seamlessly.
- Continuous Learning: A fully paid Learning Membership for you and immediate family members—including 1:1 tutoring, unlimited on-demand classes, and full suite access. A unique benefit that supports personal development and helps you experience the same product you’ll be supporting.
- Training & Feedback: A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
- Supercharge with AI: Leverage cutting-edge AI tools to enhance your results and daily wins!
- Global Impact: Contribute to an innovative platform used by learners around the world.
