Main Street Hub is the voice of more local businesses than any other company. Utilizing its proprietary technology, the company offers a unique “do-it-for-you” marketing platform that integrates social media, customer reviews, web, and email marketing to help local businesses get more customers and keep them coming back, while saving them time.

Customer Retention Specialist at Main Street Hub

About Main Street Hub:

Main Street Hub is the voice of more local businesses than any other company. Utilizing its proprietary technology, the company offers a unique “do-it-for-you” marketing platform that integrates social media, customer reviews, web, and email marketing to help local businesses get more customers and keep them coming back, while saving them valuable time. Their team of dedicated, bright, positive people from all backgrounds is on a mission to create thriving local economies and help merchants and customers discover community.

Backed by leading investors, Main Street Hub was founded in 2010 and has grown to a team of over 500 colleagues with offices in both Austin, Texas and New York. Main Street Hub provides an essential service for local businesses and has been named one of the fastest growing private companies in the U.S. by Inc. Magazine, the fastest growing startup in Austin by the Austin Business Journal, and a Top Workplace by the Austin American-Statesman. Main Street Hub currently has more than 8,000 local business customers and has published more than 8 million messages across the web.

For more information on our culture, check out https://blog.mainstreethub.com/why-our-values-matter.

Who we are:

The Customer Success Team is at the core of Main Street Hub’s mission. Our team works hand-in-hand with local business owners to understand their business, communicate the value of our products to them, and deepen our long-term relationship. From day one, the Customer Success Team is Main Street Hub’s connection to the customer, providing a positive onboarding experience, communicating via email and phone to ensure that we exceed customers’ expectations, and acting as an ambassador of the Main Street Hub brand. The Customer Success Team is also responsible for taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time.

If you’re motivated by setting and achieving aggressive goals, have high emotional intelligence and a passion for delighting customers, and want to be a part of building something incredible, we want to talk to you!

What you’ll do:

  • Speak with customers who have indicated a desire to cancel their subscription, listen to their feedback, communicate the value of remaining a Main Street Hub customer, and design solutions to help them remain onboard.
  • Provide personalized, positive support that aligns with our company brand and voice, directly impacting our customer retention.
  • Take ownership of your results by driving high quality customer service resulting in meeting or exceeding the monthly goals associated with the Retention Specialist role every month.
  • Develop and maintain deep expertise of Main Street Hub products and best practices to provide value to customers.
  • Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer.
  • Identify trends and areas for improvement, so we can continually serve customers better.
  • Challenge yourself, your teammates, and your leaders to continually improve performance.

Qualifications:

  • A love of local businesses and a genuine desire to help them succeed.
  • B2B sales or customer service experience is ideal.
  • Strong judgment and a “bias for action.”
  • Lots of comfort with a role where the majority of time is spent on the phone.
  • Outstanding customer service skills, including strong verbal communication skills.
  • Successful track record of meeting and exceeding goals, and balancing multiple high priority initiatives, in challenging environments.
  • An exemplary work ethic, a “get it done” attitude, and high personal accountability.
  • Bachelor’s degree preferred, but not required.

Benefits:

  • Mission-driven, values-based culture.
  • Competitive pay and eligibility for stock options.
  • Three weeks paid time off, plus holidays.
  • 100% paid medical, dental, and vision.
  • Paid parental leave.
  • 401(k).
  • Fun, casual, urban office environment.
  • Professional development and experience, including opportunities to grow your career, working for one of most ambitious companies in Austin.

Company Reviews

"What makes our culture so great are the core values that we live by every day."
Andy Moore
Manager, Customer Operations
at Main Street Hub
“I love it so much because it’s such a balance between fun and professionalism. We have a good time getting the job done and really putting our customers first. I can’t rave about it enough.”
Tina Dreher
Sales Manager
at Main Street Hub
“One of the incredible things about Main Street Hub is that everyone listens to each other and knows what your passions are. They create ways for you to incorporate them into what you do here."
Becca Chavoya
Customer Requests Team Lead
at Main Street Hub
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Why work with us
Our team of dedicated, bright, positive people from all backgrounds is on a mission to help local economies thrive.
Culture
Main Street Hub believes that a strong culture starts with a strong team. When you join the us, you will join an exciting, growing startup environment and a close-knit group that works together for our customers and has fun doing it.
Perks & Benefits
3 weeks paid vacation
100% paid health benefits
Competitive 401(k) package
Gym membership discounts
Free drinks and snacks

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