Customer Retention Specialist

3 weeks, 3 days ago
Full-time
Junior
Customer and Technical Support

Hyprwork

Hyprwork says it helps ecommerce businesses rapidly scale using advertorials and funnels. Its LinkedIn description says it is a multi-8-figure direct-to-consumer health e-commerce company focused on health, wellness, and performance products.

Online and Mail Order Retail
51-200
Founded 2020

Description

  • Handle inbound calls from customers requesting cancellations, returns, or expressing dissatisfaction.
  • Listen actively, empathize with customers, and identify the root cause of each issue.
  • Use approved retention scripts and save offers to navigate objections and keep customers engaged.
  • Process legitimate cancellations and refunds accurately when retention efforts do not succeed.
  • Maintain detailed notes on every customer interaction.
  • Meet daily save rate and call quality targets.
  • Stay informed on the full product line to address product-related questions and concerns.
  • Build rapport and communicate naturally while handling pressure and objections.
  • Support recurring revenue by turning dissatisfied customers into retained customers and advocates.

Requirements

  • 1+ year of experience in inbound customer support or call center operations.
  • Strong verbal English with a clear, confident, and empathetic tone.
  • Experience in retention, cancellation prevention, or save-desk work is highly preferred.
  • Ability to stay calm and solution-focused during difficult conversations.
  • Comfort following scripts while sounding natural and conversational.
  • Reliable internet connection and a quiet home workspace.
  • Genuine care for customers and a problem-solving attitude.

Benefits

  • Fully remote position based in Latin America.
  • Structured role with clear KPIs and SLAs.
  • High-growth DTC brand with a global team.
  • Culture of accountability and genuine customer care.
  • Growth path into senior support or team lead positions.
  • Flexible time off.
  • Work from home.
  • Training and development.
  • Performance bonus and monthly commissions.

Interested in this position?

Apply directly on the company website

Apply Now

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