Retention Support Specialist

Job Summary

A company is looking for a Retention Support Specialist to join their Customer Experience team.

Key Responsibilities

• Handle customer inquiries across email, chat, and other support channels in a timely, empathetic, and professional manner
• Manage retention-related cases including cancellations, refunds, subscription changes, delivery issues, and product questions
• Proactively identify recurring issues, customer feedback, and retention insights and share them with the team

Required Qualifications

• Minimum 2 years of experience in a retention support, customer support, or customer experience role within an e-commerce or DTC company
• Proven ability to work independently and manage cases end-to-end
• Comfortable working weekend and night shifts as part of a rotating schedule
• Customer-obsessed mindset with a natural instinct to solve problems and retain customers
• Fluent in English; additional languages are a plus