📞 PHONE SUPPORT & RETENTION REPRESENTATIVE

📞 PHONE SUPPORT & RETENTION REPRESENTATIVE

Location: Remote — Philippines
Schedule: Monday–Friday, 8:00 AM–4:00 PM EST
Employment: Full-Time | Long-Term Remote
Start Date: Immediately

⚠️ Must be able to commit to the US EST night shift long term.

HOW TO APPLY
Please read the full requirements and complete the official application form: ----------

ABOUT THE ROLE

We’re a growing US subscription brand building a new Phone Support & Retention Team.

You’ll handle inbound calls from US customers requesting cancellations, pauses, or refunds. Your role is to understand why they want to leave, handle objections, and use approved retention offers to save the customer when possible.

When retention isn’t possible, you’ll process cancellations/refunds professionally while protecting the customer experience.

RESPONSIBILITIES

• Handle inbound US customer calls
• Manage cancellations, refunds, and subscription requests
• Identify customer needs and retention opportunities
• Handle objections and negotiate approved offers
• Process refunds/cancellations in Shopify
• Document calls accurately in Zendesk
• Meet retention, accuracy, productivity, and quality targets

REQUIREMENTS

• Fluent, natural spoken English
• Proven phone support experience with US customers
• Customer retention, sales, or objection-handling experience
• Experience handling frustrated customers
• Hands-on Shopify experience with orders, refunds, cancellations, and subscriptions
• CRM/helpdesk experience; Zendesk preferred
• Reliable wired internet + backup connection/power
• Quiet workspace and quality headset
• Strong attention to detail
• Long-term availability for US EST hours

REQUIRED TOOLS EXPERIENCE/KNOWLEDGE

• Checkout Champ
• Shopify
• Loop
• DTC/subscription brands
• Chargebacks/Refunds
• Subscription retention experience

GROWTH OPPORTUNITY

This is a brand-new team with opportunities to grow into Customer Service Management.

If you’re interested in leadership, mention it in your application.

HOW TO APPLY
Please read the full requirements and complete the official application form: ----------