Are you ready to help people improve their lives while working from home? Hear.com US is looking for passionate Customer Success & Retention Specialists to join their remote team. In this role, you’ll provide top-notch support to customers, help retain clients, and ensure their experience with Hear.com exceeds expectations. This is an opportunity for someone who enjoys connecting with people, solving problems, and making a meaningful difference every day.
You will be part of a supportive and energetic team, receiving thorough training from day one. Your work will directly impact customer satisfaction, retention, and overall success.
Job summary
Position: Customer Success & Retention Specialist
Company: Hear.com US
Location: Dallas, Texas (Remote)
Employment: Full time
Salary Range: $23 per hour plus performance-based bonuses ($300–$600 per month)
Job Category: Customer Success, Retention, Support
About the company
Hear.com is a global leader in hearing care, helping people hear better since 2012. With over 1,100 team members across seven international locations, Hear.com uses a digital-first approach to transform hearing care. The company is profitable, mission-driven, and committed to helping customers “Hear Well to Live Well.” They focus on innovation, collaboration, and improving the quality of life for their clients.
About this role
As a Customer Success & Retention Specialist, your main goal is to support and retain customers while providing excellent service. You will handle high volumes of calls, emails, and chats, ensuring each interaction is productive and empathetic. This role requires someone who can identify at-risk customers, offer solutions, and maintain positive relationships. You’ll also act as a liaison between customers, partners, and sales consultants.
Job responsibilities
Provide outstanding customer support during each interaction.
Identify customers at risk of leaving and take steps to retain them.
Achieve customer service KPIs including call time, first-call resolution, retention, and satisfaction.
Assist customers via phone, email, and chat while maintaining professionalism and empathy.
Provide feedback on recurring issues to improve overall service.
Develop tailored solutions to meet individual customer needs.
Collaborate with team members to ensure smooth customer experiences.
Offer guidance and knowledge on hearing health and related products.
Minimum qualifications
Strong empathy and customer-focused mindset.
Desire to learn and adapt to new systems, including Salesforce, Twilio, Zoom, Outlook, and Chrome.
Ability to work independently from home with reliable high-speed internet (download >100Mbps, upload >20Mbps).
Good communication and problem-solving skills.
Motivated, organized, and able to manage multiple tasks efficiently.
Benefits and perks
Remote, full-time schedule with 8-hour shifts and one-hour lunch between 8AM–8PM local time, including rotating Saturdays.
Competitive pay: $23/hour plus performance bonuses ($300–$600/month).
Comprehensive benefits package including medical, dental, vision, 401K, paid parental leave, PTO, paid sick time, and company holidays.
Engaging company culture with team events, clubs, and opportunities for professional growth.
How to apply
Submit your application with a resume and cover letter here. Applications are reviewed on a rolling basis until the role is filled.
Hear.com US is an Equal Opportunity Employer and welcomes applicants of all backgrounds. Employment is at-will.
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