Customer Success & Retention Representative

Minimum 3 years of experience in customer service, handling calls, chat, and email. Proven experience in a retention-focused or customer success role preferred. Strong verbal and written communication skills. Empathetic, patient, and solution-oriented approach. Tech-savvy and comfortable with CRM and e-commerce platforms. Ability to work independently in a fast-paced remote environment. Willingness to work night shifts and on rotating weekends as needed.

Handle inbound and outbound calls, chats, and emails for order inquiries, refunds, cancellations, escalations, and troubleshooting. Engage with at-risk customers to understand concerns and offer retention solutions. Educate customers on product line, usage, and expectations for hair regrowth. Collaborate with Customer Success Lead, Supervisor, and QA team to identify patterns and improve workflows. Use tools like Gorgias, Aircall, Shopify, Crisp, and Postscript for customer interaction management. Follow established retention and refund workflows. Maintain accurate records of customer interactions in CRM systems. Meet and exceed retention KPIs and quality assurance benchmarks.