E-Commerce Subscription Retention Specialist | FULL-TIME REMOTE | US HOURS

E-Commerce Subscription Retention Specialist | FULL-TIME REMOTE | US HOURS

Ten DC is hiring an experienced Retention Agent to support a fast-growing U.S. e-commerce brand.

This is not a general Customer Service position

We are specifically looking for someone with hands-on experience retaining customers who want to cancel their subscription, identifying the reason for cancellation, handling objections, and presenting appropriate solutions to reduce churn.

What You'll Do

• Handle customers requesting subscription cancellations
• Identify the customer's reason for cancelling and conduct appropriate save attempts
• Present retention solutions based on customer needs and company guidelines
• Manage subscription changes, cancellations, refunds, and related account concerns
• Handle billing, shipping, delivery, and product-related inquiries when needed
• De-escalate dissatisfied customers professionally
• Maintain accurate customer and subscription records
• Meet retention, quality, productivity, and customer satisfaction targets
• Escalate complex cases when necessary

We're Looking For

• 2+ years of Customer Retention, Subscription Retention, or similar experience
• Proven experience personally handling **cancellation/save conversations
• Experience with **subscription-based e-commerce or DTC brands
• Strong objection-handling, probing, and de-escalation skills
• Experience working toward save rate, churn, retention, CSAT, or similar KPIs
• Excellent written and spoken English
• Comfortable handling customers through phone, email , and/or chat
• Able to work independently in a remote environment

Experience with Shopify, Gorgias, Recharge, or similar e-commerce/subscription platforms is highly preferred.

Experience supporting health, wellness, supplements, beauty, pet health, or other recurring-subscription products is an advantage.

Important

General Customer Service experience alone is not enough for this position

You should be able to confidently explain:

• How you handle a customer who wants to cancel
• What types of retention/save strategies you've used
• Whether you've personally managed recurring subscriptions
• How your retention performance was measured

Schedule

• Full-time remote
• 8 hours per day
• 6 days per week
• Must be available during U.S. business hours

A reliable computer, stable primary internet connection, backup internet, and a quiet professional workspace are required.

Compensation

USD $700–$800 per month, depending on experience and overall fit.

If you have genuine hands-on subscription retention experience and enjoy turning difficult cancellation conversations into positive customer outcomes, we'd love to hear from you.

Apply through this link: ----------