Job Title: Retention Specialist – WhatsApp
Job Role: WhatsApp Retention Specialist
Location: Remote (India)
Department: Dev – Dev-Product /Employee India
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 over 1,000 employees across 15 countries, working remotely as well as in our headquarters 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.
- Website: https://www.gohighlevel.com/
- YouTube Channel: HighLevel YouTube Channel
- Blog Post: General Atlantic Joins HighLevel
Our Customers
HighLevel serves a diverse customer base, including over 70,000 agencies and entrepreneurs and 650,000 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, with our infrastructure managing around 3 billion API hits and 2 billion message events monthly. Additionally, we see over 25 million daily views of customer pages and handle more than 80 terabytes of data across five 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. This 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 WhatsApp Retention Specialist 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.
Responsibilities for WhatsApp Retention Specialist
- Customer Engagement:
- Conduct calls with agency owners who are canceling or have canceled their WhatsApp subscription to understand their concerns.
- Utilize active listening and problem-solving skills to address customer pain points and provide solutions.
- Retention Strategies:
- Develop and execute strategies to deflect cancellations, such as offering feature demonstrations and exploring alternative configurations.
- Collaborate with the Product team to propose enhancements based on customer feedback.
- Technical Expertise:
- Provide clear explanations of WhatsApp API capabilities and their alignment with customer objectives.
- Troubleshoot API and JSON-related issues and escalate complex problems as needed.
- Liaise with Meta’s support team to resolve technical issues affecting customers.
- Proactive Outreach:
- Track cancellation trends using tools like Pendo and proactively engage agencies at risk of churn or failed onboarding.
- Data-Driven Insights:
- Analyze customer feedback to identify common pain points and share actionable insights with internal teams.
- Monitor churn metrics and retention success rates, providing regular reports to leadership.
- Stakeholder Collaboration:
- Work closely with Support, QA, and Product teams to resolve customer issues efficiently.
- Serve as a liaison between customers and Meta for escalated concerns.
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Requirements as WhatsApp Retention Specialist
- 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 customers and internal teams.
- Strong interpersonal skills for building trust and maintaining long-term relationships.
- 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:
- Empathy and a customer-centric approach to retention calls.
- Proactive attitude and 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 organization stronger. We are committed to inclusive hiring and 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 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.
10 Interview Questions and Sample Answers for WhatsApp Retention Specialist
- Can you explain your experience with customer retention strategies?
- Answer: I have worked in customer retention for two years, where I focused on reducing churn by implementing personalized outreach strategies and addressing customer pain points. By identifying patterns in customer behavior, I was able to create tailored solutions that improved retention rates by 15%.
- How do you approach handling a difficult customer conversation?
- Answer: I listen actively to understand the customer’s concerns, acknowledge their feelings, and provide clear solutions. My goal is to empathize with their situation and find a resolution that aligns with their needs and the company’s offerings.
- What experience do you have with WhatsApp APIs or similar integrations?
- Answer: In my previous role, I worked with WhatsApp Business APIs to implement messaging workflows for clients. I’m proficient in troubleshooting JSON payloads and resolving API-related issues.
- How do you handle a situation where a customer wants to cancel due to technical issues?
- Answer: I troubleshoot the issue during the call if possible. If the problem requires further investigation, I escalate it to the technical team while keeping the customer informed of progress.
- What tools have you used to track customer engagement and churn?
- Answer: I’ve used tools like Pendo and HubSpot CRM to monitor customer behavior, track engagement metrics, and identify accounts at risk of churn.
- How do you prioritize tasks when dealing with multiple customers simultaneously?
- Answer: I assess the urgency and impact of each task, focusing first on high-priority issues that affect customer retention. I use tools like task managers to ensure no follow-ups are missed.
- Can you give an example of a time you successfully retained a customer?
- Answer: A customer was about to cancel due to onboarding difficulties. I scheduled a one-on-one session to guide them through the setup and demonstrated the product’s value, which resulted in them not only staying but also upgrading their plan.
- How do you stay updated on technical knowledge related to APIs and software?
- Answer: I regularly attend webinars, complete online courses, and read technical documentation to keep up with industry trends and new updates.
- What steps do you take to analyze churn data?
- Answer: I look for patterns in cancellation reasons, usage metrics, and customer feedback. By categorizing and quantifying these insights, I can propose actionable improvements.
- How do you align customer feedback with product development?
- Answer: I document recurring feedback and share it with the Product team during regular syncs. This ensures the feedback is considered in future updates or feature enhancements.