Customer Success Specialist ( Refunds & Billing)

Job Description

About ELVTR

ELVTR is redefining online education through live, cohort-based courses taught by top executives from global brands like Nike, Google, Netflix, and Meta. Our mission is to make elite, career-transforming education accessible worldwide.

Since launching in 2019, ELVTR has grown into a global team of 140+ professionals and has helped more than 10,000 learners advance their careers through practical, outcomes-driven education.

Position Overview

ELVTR is looking for a proactive and detail-oriented Customer Success Specialist to drive revenue protection, operational efficiency, and scalable sales execution.

This role sits at the intersection of sales, operations, and customer experience. You will identify bottlenecks, improve workflows through automation, ensure system reliability, and provide hands-on support to both customers and the sales team—especially during high-volume periods.

This is a full-time remote position with working hours from 8:00 AM to 5:00 PM (Philippine/ Indonesia time).

This Role Is a Strong Fit If You:

• have experience handling complex refund, retention, and chargeback cases and can balance customer empathy with revenue protection.
• are comfortable owning metrics (cash retained, retention rate, refunds) and using data and reports to drive process improvements.
• confidently manage high-stakes billing conversations, payment plans, and overdue balances with clarity and authority.
• are highly structured and organized, able to manage timely follow-ups, outbound calls, payment collection, and drop procedures without losing control of priorities.
• work cross-functionally with Sales, Finance, Tech, and Support to resolve escalated or non-standard cases end-to-end.
• proactively identify inefficiencies and propose scalable solutions that improve retention, accuracy, and operational flow.
  
  
  

Key Responsibilities

• Handle refunds and transfer requests on a day-to-day basis, providing an excellent experience to customers and retaining a high percentage of saved students.
• Handle chargeback cases promptly, providing necessary documentation and resolutions.
• Maintain the Refunds Report and Monthly KPI report to improve refund-related processes.
• Assist students with billing-related questions, payment issues, and account clarifications.
• Collect overdue payments ensuring timely follow-ups and adjusting the payment plans.
• Maintain accurate, up-to-date customer records in CRM systems and related databases to support reporting and optimization.
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• Work closely with Sales, Tech, Finance, and Support teams to resolve complex cases.
• Improve internal processes and offer solutions.
  

Requirements

• 2+ years of experience in sales, customer service, billing or a related role
• Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams
• Analytical and decision-making skills to assess patterns and propose actionable solutions.
• Strong organizational skills with high attention to detail
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools
• Positive attitude, self-starter mindset, and strong team collaboration skills

Benefits

What We Offer

• Competitive salary with performance-based incentives
• Generous vacation policy, mental health support, and wellness benefits
  Full access to ELVTR courses for personal and professional development
• A collaborative, mission-driven, and globally distributed team
  
  

Why Join ELVTR?

At ELVTR, you’ll play a critical role in enabling sales success and scaling access to high-impact education. Your work will directly improve customer experience, sales performance, and internal efficiency across a fast-growing global organization.

Join Us

Excited to help optimize and scale ELVTR’s sales operations? Apply now and become a key contributor to our growth journey.

ELVTR is committed to providing equal opportunities and fostering a diverse, inclusive environment for all.