Retention Specialist

⭐ Who we are
Lodgify is a fast-growing scale-up company leading the vacation rental industry. Backed by $30M in funding, our platform empowers property owners and managers worldwide to efficiently manage and grow their business through technology.
Headquartered in sunny Barcelona, we're now a team of 380+ people representing over 60 nationalities, united by a passion for transforming the future of short-term rentals.
⭐ Role Overview:We are looking for a Payment Collections Specialist to join our Customer Success team in a fully remote position. This role is critical to improving company revenue by ensuring customer retention and managing collections effectively.As a Payment Collections Specialist, you will handle customer retention efforts, manage collections, and support account upgrades. Your responsibilities will include resolving customer concerns, negotiating tailored retention solutions, and maintaining strong relationships through proactive communication.

⭐ How You’ll Make an Impact:

• Manage cancellation requests, focusing on retaining customers by understanding their concerns and offering personalized solutions.
• Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes.
• Identify upsell opportunities and offer relevant account upgrades.
• Assist customers with billing inquiries and payment issues via phone, email, and chat.
• Most interactions will be conducted by phone, but you will also assist customers via email and chat.
• Collaborate across teams to report issues, suggest product improvements, and contribute to key projects.
• Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship.
• Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up.
• Use negotiation skills to address customer concerns and provide the best solutions for both parties.
• Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support.

⭐ What Makes You a Great Fit?:

• Minimum 2 years of experience in a related role.
• Confident and proactive in engaging with customers over the phone.
• Fluent in English (excellent written and verbal communication skills).
• Customer retention experience is ideal but not mandatory.
• Sales-related experience is a plus.
• Excellent organization and negotiation skills.

⭐ Bonus Points:

• Additional languages like German, Italian or French!

Why you’ll love us:You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. We celebrate diversity and are proud to acknowledge a variety of backgrounds, perspectives and skills in our team; committed to creating a workplace where everyone is heard and feels a sense of belonging.
What's in it for you?*
🏠 The freedom to work from home any day that works for you.🌴 Enjoy 25 working days of paid vacation and Jornada Intensiva in August.💊 Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist and we cover pre-existing conditions too).😋 Save on meals! Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€. Plus, enjoy a 50% discount on Ametller’s prepared dishes to level up your mealtime!🚇 Flexible Remuneration options for your transportation needs.🖥️ Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment.🇪🇸 Free Spanish classes.🤑 Boost your earning potential with our referral program that offers paid compensation.🌟 Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking and more!🎯 Work in a dynamic environment with offices fully equipped for fun with ping pong, foosball, surrounded by an international team of +60 nationalities.
*Benefits offered may differ based on the type of contract that is issued
So, what are you waiting for? Apply now!All applications and CVs must be submitted in English 😉