Renewals Agent

Company Overview

LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we’ve built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to our clients.

Position Overview

We are seeking a Renewals Agent to support our Customer Success Managers in managing and reviewing customers’ annual agreements. This role involves administrative tasks, data management and collaboration with internal teams to ensure smooth renewal processes. The ideal candidate will be analytical, capable of working under pressure and as part of a team, comfortable with administrative work and reporting, may have prior experience with tools such as Gainsight, Zendesk. Experience with contract renewals, retention, customer success. 

• Gather and process customer information for pre-renewal account checks
• Review previously renewed contracts and prepare them for upcoming renewals
• Clean and manage data related to past and future renewals
• Coordinate with Customer Success Managers (CSMs) ahead of renewals
• Manage a ticket queue of customer queries and escalate issues to CSMs when needed
• Evaluate customer health and retention risks using in-house models
• Support CSMs in retention plays and value-add campaigns
• Work with customer success tools to monitor and analyze customer engagement
• Communicate effectively in both written and verbal English

• 1-2 years of relevant experience in administration, customer success, or contract renewals
• Strong analytical and organizational skills
• Comfortable with administrative tasks and reporting
• Ability to work independently and in a team under pressure
• Experience with Gainsight, Zendesk, or similar tools is a plus
• Good communication skills with fluency in English

• Fully remote
• Equipment provided - MacBook with accessories
• Paid Training
• Work Schedule: night shift (10pm to 7am PHT) and afternoon shift (4pm to 1am PHT)