Retention Specialist (Remote)

Important: Please read and follow all instructions carefully.
We received several applications for this role. Only applicants who follow the instructions in this post will be contacted.

About the role
We’re hiring Retention Specialists to support fast-growing direct-to-consumer brands. 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. You’ll also bring back customers who have already left.

What you’ll do

Handle inbound calls, chats 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
Win back lapsed subscribers through outreach
Talk with customers about their needs with care and patience
Process cancels, refunds and subscription changes accurately in the 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

1+ year of proven sales experience (inbound or outbound phone sales, upselling, or closing) with a track record of hitting targets
2+ years of experience in retention, customer success or subscription support for an e-commerce brand
Confident asking for the save and handling objections without being pushy
Hands-on experience with subscription and checkout platforms such as ---------- , Checkout Champ, ShipMonk and Jetpack
Strong written and spoken English with a calm, friendly tone
Experience with a helpdesk or CRM tool, such as Gorgias, Zendesk or similar
Good with numbers. You can track your own save rate and explain it
Reliable, quiet workspace for remote work

Work-from-home tech requirements

Desktop or laptop computer with at least 12GB of RAM (no tablets or phones for work)
Stable, wired or strong Wi-Fi internet connection
Noise-canceling headset with a working microphone
Working webcam. Your camera must stay on during training
Dual monitor setup
Quiet, private workspace with no background noise
Backup internet or power option is a plus

Please complete the WFH tech requirements form here: ----------

Nice to have

Experience with supplements, health or wellness products
Experience with chargebacks and refund policies
A track record of beating retention or save-rate targets
Experience supporting more than one brand or product line

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