Customer Retention Specialist

We are a fast-growing Health & Wellness DTC eCommerce brand looking for a Customer Retention Specialist to help protect customer relationships and reduce churn. In this role, you will be the key point of contact for customers requesting returns, refunds, or order cancellations, using your empathy and communication skills to retain loyalty and encourage continued engagement with our brand.

You will connect with customers to understand their concerns, highlight product benefits, and provide solutions that promote satisfaction and ongoing use. You will process returns and refunds efficiently, collaborate with Support and Sales teams to improve the customer journey, track retention trends, and provide actionable insights. Success in this role is measured by your ability to consistently meet retention and satisfaction targets while turning challenging interactions into long-term customer loyalty.

Key Responsibilities:

• 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 $800/month with performance based incentives.  
• Fully remote position, allowing you to work full-time from the comfort of your home while staying connected to a collaborative, high-performing team.
• Paid time off and holidays so you can recharge and maintain work-life balance.
• Supportive team culture focused on growth and development.
• Continuous learning opportunities and career advancement potential.