Customer Retention Specialist - Email Retention Agent

HarZaDTC e-commerce

Argentina. Colombia. Mexico. Brazil. Chile. Peru, 8:00 AM to 5:00 PM Eastern TimeContractJunior

SalaryMonthly base pay plus a monthly performance bonus tied to retention KPIs.

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Job Details

Have 1+ year of email or ticket-based customer support experience.
Bring experience ideally from a retention, cancellation, or save-desk team in a subscription or DTC e-commerce business.
Write clear, natural, persuasive English without grammar slips.
Be comfortable handling unhappy customers in writing and turning conversations around.
Have experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge, Shopify, or similar.
Maintain quality and speed while working a busy queue.
Follow guidelines without sounding robotic.
Have reliable internet and a quiet home workspace.
Work full-time, 8:00 AM to 5:00 PM Eastern Time, five days per week, including rotating weekend coverage.

Handle the inbound email queue for cancellation, refund, and subscription requests from first reply to resolution within SLAs.
Diagnose the underlying issue behind each customer request.
Choose the appropriate retention path using approved save offers, pauses, exchanges, and product education.
Respond to objections with empathetic, confident, non-templated writing.
Process cancellations, refunds, and subscription changes accurately in CX and subscription platforms when a save is not possible.
Document every customer interaction so teammates can continue the work.
Tag and report customer cancellation reasons.
Meet daily save-rate, response-time, and quality-score targets.
Keep up to date on product lines, offers, and policies.

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