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Nerdy
Nerdy
501 – 1,000 Employees
Artificial IntelligenceEducationSaaS
Nerdy is an education technology and SaaS company behind Varsity Tutors, combining live instruction with AI-powered learning tools on an integrated digital platform. Its services include one-to-one tutoring, weekly test-preparation classes, workshops, session playback, adaptive diagnostics, AI-generated session summaries, an on-demand AI Tutor, and Tutor Copilot tools for finding relevant examples and exercises. Covering more than 3,000 subjects, Nerdy uses expert curation, learning data, and AI-based matching to connect students with highly rated tutors and tailor practice and study support.
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Customer Retention Specialist — Nerdy, Philippines Remote

Nerdy is hiring a Philippines-based remote Customer Retention Specialist to help tutoring customers continue their learning journeys. The role involves cancellation calls, tailored program recommendations, and achieving revenue-retention goals.

PHPhilippines
$8 / hour
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Retention SpecialistCustomer Success
MacOS

Description

  • Manage a steady volume of cancellation and at-risk customer calls with a focus on preserving revenue
  • Use consultative questioning to identify customer needs and suggest tutoring, live-class, or homeschool solutions
  • Address objections with clear, empathetic, and persuasive communication
  • Manage at-risk accounts and reconnect with families through relevant, personalized recommendations
  • Achieve targets for saves, renewals, revenue retention, customer satisfaction, and related performance measures
  • Use Nerdy AI and internal tools to support customer conversations and resolve issues efficiently
  • Keep CRM information complete and accurate while tracking promised follow-ups
  • Resolve complex and emotionally sensitive cases with professionalism and a customer win-back focus
  • Provide retention insights to sales, product, and training partners to improve team strategy
  • Use coaching and feedback to strengthen results and develop performance

Requirements

  • Applicants must be located in the Philippines
  • Professional English proficiency is required across reading, writing, and speaking
  • At least three years of experience in sales, customer retention, escalations, or consultative phone-based work
  • At least six months of living or working in an English-speaking market, or professional English use throughout full work shifts
  • Demonstrated success reaching or exceeding sales or revenue-retention targets
  • Ability to manage objections and close conversations effectively under pressure
  • Background handling escalations or cancellation-save interactions
  • Strong empathy and emotional intelligence, particularly when supporting families
  • Working knowledge of CRM systems and AI-enabled tools
  • Highly organized, with effective time management in a fast-moving setting
  • Availability to work evenings and weekends
  • Personal computer and wired high-speed internet are required
  • Internet service must provide at least 100 Mbps download and 50 Mbps upload speeds
  • A wired Ethernet connection is required; Wi-Fi, satellite, and mobile hotspots are not accepted
  • Computer must use an Intel i5, AMD Ryzen 5, or better processor; Macs must use Apple M1 or later
  • At least 16 GB of RAM
  • At least 20 GB of available storage; an SSD may become necessary if performance problems continue
  • USB ports are required for designated peripherals
  • Use an up-to-date 64-bit Windows 11 or macOS 26 Tahoe system; Windows 10 is unsupported
  • Experience in education, teaching, or tutoring is desirable

Benefits

  • Monthly performance bonuses plus other incentives
  • Required six-week virtual training with pay
  • Full-time employment performed entirely remotely
  • Performance-led opportunities to advance into training, leadership, and related functions
  • Team-coordinated flexibility for time away
  • Fully funded Learning Membership for the employee and immediate family, offering one-to-one tutoring, unlimited on-demand classes, and complete platform access
  • Robust training and a culture centered on frequent feedback
  • Use of advanced AI tools
  • International and collaborative team setting

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