Customer Retention Specialist

We’re a fast-growing Health & Wellness DTC eCommerce brand on a mission to help people live happier, healthier, and pain-free lives. Every interaction we have with our customers matters and that’s where you come in. As a Customer Retention Specialist, you’ll play a vital role in protecting and strengthening customer relationships. You’ll be the voice of empathy and reassurance for customers considering returns, refunds, or cancellations turning moments of hesitation into opportunities for trust, satisfaction, and long-term loyalty.

At our company, we value trust, performance, and long-term loyalty. We believe in nurturing both our customers and our team members, creating an environment where everyone can thrive and grow.

What You’ll Do

• Connect with customers requesting returns, refunds, or order cancellations to retain their loyalty and encourage continued engagement.
• Highlight product benefits tailored to each customer’s needs to promote satisfaction and ongoing use.
• Process returns and refunds efficiently, maintaining a professional approach while supporting retention goals.
• Collaborate closely with Support and Sales teams to improve the customer journey and reduce returns.
• Track retention trends and provide insights to optimize processes, policies, and customer interactions.
• Consistently meet or exceed retention, customer satisfaction, and loyalty targets.

Qualifications: 

• 2+ years of experience in customer retention, ideally within ecommerce or a customer service environment.
• Proven success in managing returns, refunds, and customer retention initiatives.
• Strong problem-solving skills with a customer-first mindset.
• Ability to remain calm, persuasive, and professional in high-pressure situations.
• Excellent written and verbal communication skills in English.

Why Join Us:

• Opportunity to work with a growing ecommerce brand.
• Earn $750/month in a fully remote role—enjoy the flexibility of working from home while staying part of a dynamic, connected team.
• Paid time off and holidays so you can recharge and maintain work-life balance.
• Continuous learning opportunities and career advancement potential.