Retention Specialist


Chicago, IL, US / Austin, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/06/2021
  • Website:
  • Company Address: 2465 Latham Street 3rd Floor, Mountain View, CA, 94040

About Udacity

Udacity’s mission is to power careers through tech education. Every industry is being impacted by modern technology. As companies everywhere adapt and transform their businesses, they’re looking to hire people with the tech skills to match their goals. We work with the world’s technology leaders to teach these critical tech skills through our powerful and flexible digital education platform. Now even the busiest learners can be prepared to take on the most in-demand tech roles.

Job Description

Udacity's mission is to train the world’s workforce in the careers of the future. We partner with leading companies to learn how technology is transforming industries, then teach the critical tech skills that individuals need for new and better jobs, and companies are looking for in their workforce.  With Nanodegree programs ranging from AI and Azure to Data Science, Robotic Process Automation, and Cybersecurity, our online training platform helps even the busiest learners prepare themselves for the most in-demand tech roles.  Udacity's unique learning model of real-world projects and experts and mentors available 24/7 enables an unprecedented degree of engagement with our students, and we are with them through every step of their learning journey—from the first moment a marketing team member might answer a question on Facebook, to the penultimate moment when a career team member receives word that a graduate has gotten a new job. Always putting Students First guides us as we continue our mission to bring the highest quality learning possible, to as many learners as we can possibly reach.

Udacity's mission is to train the world's workforce in the careers of the future. We're an immersive online learning platform offering practitioner-level education in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. We’re backed by some of the best-known investors —  Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital to name a few.

Udacity trains workers for the new world of work by fostering lifelong, self-driven learning. The company offers the opportunity to gain deep, practitioner-level skills they will need to thrive in a technology-driven future through a combination of real-world projects and online courses. Developed in partnership with industry experts, Udacity's Nanodegree programs span state-of-the-art topics like software development, data analytics, artificial intelligence, machine learning, cloud computing, digital marketing, and product management. If you’re inspired to be part of something amazing... read on!

As an Renewals Representative, you will be working in a group that is focused on retaining current customers who are looking to cancel or change their programs. Assisting them with their concerns and questions via chat and phone. 


  • Previous call center experience (with phone or online chat)
  • Quickly learn our course catalog to answer customer queries
  • Has previous sales experience (worked on a team or sold directly) to customers with experience in the edtech space
  • Flexibility and adaptability in roster management (working on weekends as needed)
  • Provide Service of Incomparable Excellence
  • Coordination with Student Opp’s to provide responses and resolutions to issues in a timely manner
  • Interact with other departments including Student Opp’s, Product, Finance, Sales, and Marketing to meet and deliver customer requirements/expectations
  • Responsible for all the phases of the renewal conversation 

What we value:

  • Experience in working in call centers, answering high volume numbers of chats and calls.
  • Experience in working with Intercom chat and handling hundreds of messages a day.
  • Strong writing and verbal skills
  • Customer facing marketing, support or customer success experience (2+ years)
  • Has previous sales experience (worked on a team or sold directly) to customers
  • Experience in the online education space (nice to have)
  • Experience with Intercom, Ring, and Salesforce

Consider applying if your experience is close to what we described above. We look for people with exceptional potential, as we know highest performing teams include people of diverse backgrounds, perspectives, and life experiences.

Udacity is proud to be an Equal Employment Opportunity employer. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Udacity's Terms of Use and Privacy Policy

Udacity is committed to creating economic empowerment and a more diverse and equitable world.  We have partnered with AT&T, Google, Lyft, Microsoft, Accenture and more to provide over 22,000 scholarships this year to those from communities under-represented in tech.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.