Customer Retention Associate

Job Summary

To support a growing customer experience team, the full-time Customer Retention Associate will manage inbound inquiries and make outbound calls to enhance customer loyalty, upsell products, and drive long-term satisfaction in a remote setting.

Key Responsibilities

• Make outbound calls to save accounts, offer solutions, and close retention conversations with confidence
• Upsell and cross-sell relevant products based on customer needs and purchase history
• Handle inbound inquiries via live chat and phone regarding order updates, returns, exchanges, and product inquiries

Required Qualifications

• Minimum 1 year of experience in customer retention, inbound/outbound upselling, or sales
• Sales-driven with strong closing, persuasion, and objection-handling skills
• Excellent spoken and written English with a strong phone presence
• Familiarity with helpdesk platforms such as Slack, Shopify, Freshdesk, or Zendesk
• Must be available for training and have a reliable setup for remote work