Retention Specialist

Retention Specialists (Subscription E-commerce, Health and Wellness) - 8 Openings

About Excellent CX
Excellent CX provides customer support for fast-growing direct-to-consumer brands. We handle support across phone, email , SMS and social media, including retention and cancellation saves. Our focus is simple: excellence in every customer interaction. Learn more at ----------

About the role
We’re hiring 8 Retention Specialists to support several of our health and wellness client brands. Each hire will be assigned to one brand. You will talk to customers who want to cancel, pause or get a refund, and keep as many of them as you can while still treating them fairly. Every conversation should leave the customer feeling heard and respected, whether they stay or not.

What you’ll do

Deliver excellent customer experience on every call and email by being patient, clear and helpful from start to finish
Handle inbound calls and email s from customers who want to cancel or return an order
Find out why they want to leave and offer the right fix, such as a different product, a changed shipping schedule, a pause or a discount
Talk openly and comfortably about sensitive health topics, including men’s sexual health, without awkwardness
Process cancels, refunds and subscription changes accurately in the brand’s billing system
Log the reasons customers leave and share patterns with the team
Hit monthly save-rate and retention targets

What we’re looking for:

Able to start immediately
2+ years of proven sales experience (inbound or outbound phone sales, upselling, or closing) with a track record of hitting targets
Experience in retention, customer success or subscription support for an e-commerce brand
Experience with chargebacks and refund policies
Confident asking for the save and handling objections without being pushy
A strong focus on excellent customer experience. You know that a fair, respectful conversation builds trust and brings customers back, even when they cancel
Comfortable and professional discussing sensitive health topics
Able to quickly learn your assigned brand’s products and policies
Hands-on experience with subscription and checkout platforms such as Sticky.io, Checkout Champ, ShipMonk and Jetpack
Strong written and spoken English with a calm, friendly tone
Experience with a helpdesk or CRM tool, such as Intercom (preferred)
Good with numbers. You can track your own save rate and explain it
Reliable, quiet workspace for remote work

Work-from-home requirements (submit proof in the application form)

Dual monitor setup (photo of your workstation)
Working noise-cancelling headset (photo)
Wired internet connection (photo of the Ethernet cable connected to your computer)
Internet speed of at least 50 Mbps download and 50 Mbps upload (Speedtest screenshot)
A 1x1 or 2x2 picture of yourself (optional)

Nice to have:

Experience with supplements, health, wellness or personal care products
A track record of beating retention or save-rate targets
A track record of high customer satisfaction (CSAT) scores or positive customer reviews

Compliance note:
Candidates must be able to follow rules on health and product claims. They cannot promise medical or product results or give medical advice.

How to apply
Submit your application here: ----------