Customer Retention Specialist - Email and Phone Retention Agent

The Role

Retention is one conversation held on two channels. Whether a customer writes in or calls, they are telling you they want out, and your job is the same: read past the request, find the real reason behind it, and answer with the right solution at the right moment. That solution might be a subscription pause, a plan or product change, guidance on using the product correctly, or an approved save offer. When a cancellation is the right call, you process it cleanly and leave the customer with a good last impression.

We run two desks. The email desk is written work: clear, warm, persuasive replies that sound human and never templated, handled end to end within our SLAs. The phone desk is live work: hearing frustration in someone's voice, staying calm, and turning the conversation around in real time without reading from a script. The tasks are identical, the muscle is different.

You apply once. In the first conversation we will ask which desk you want and which one you are actually better at, and if you are strong on both we will tell you where we need you. Having no preference is a perfectly good answer.

What You Will Own

You will handle inbound cancellation, refund and subscription requests end to end, from first contact to resolution, within our SLAs. You will diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges and product education. You will handle objections with empathy and confidence, in writing or on a call, without sounding scripted and without applying pressure. When saving is not possible, you will process cancellations, refunds and subscription changes accurately in our CX and subscription platforms. You will document every interaction so anyone on the team can pick it up, and you will tag and report the reasons customers leave so we can fix the problem at the source. Your daily targets are save rate, response time and quality score.

Requirements

What We Are Looking For

1+ year in customer support, ideally on a retention, cancellation or save-desk team for a subscription or DTC e-commerce business. Proven comfort handling unhappy customers and turning the conversation around. Experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify. The ability to keep quality and speed high on a busy queue, and to follow guidelines without sounding robotic. Reliable internet and a quiet home workspace. Experience with health, wellness or oral care customers is a plus, not a requirement.

English, And We Are Specific About It

Your English is evaluated twice in this process, not described. Every candidate completes a written exercise in English. Candidates for the phone desk also have a live conversation in English. For the email desk we need advanced written English: clear, natural and persuasive, with no grammar slips. For the phone desk we need genuinely fluent spoken English, comfortable with US customers and different accents. If your written English is strong but you are not fluent on calls, apply anyway and tell us, the email desk is for you. If your English is intermediate, this is not the right role yet. Please answer the application questions yourself, without AI assistance. We read them closely and we compare them to how you communicate later in the process.

Schedule

Full-time, 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage. Training runs on the same schedule.

How We Work

We live by five values, and we hire for them as seriously as we hire for skills: Own It, Make It Count, Find a Way, Master Your Craft, Win Together.

Benefits

What We Offer

Fully remote, international independent contractor (B2B) engagement. Monthly base pay plus a monthly performance bonus tied to retention KPIs. Payments are sent via Wise to any USD account or virtual wallet you use. Paid time off, sick leave, parental leave, and a wellness benefit. Clear KPIs, structured onboarding, and a real growth path into senior retention or team lead roles in a high-growth DTC group.