Customer Retention Team Lead

1 hour, 53 minutes 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

  • Lead and supervise the retention phone team during assigned shift hours.
  • Monitor live calls and review recordings to coach agents on save techniques, empathy, and objection handling.
  • Track retention KPIs in real time and intervene when team performance declines.
  • Build, update, and refine retention playbooks, scripts, and objection-handling guides.
  • Handle high-value or complex retention cases personally when needed.
  • Ensure retention offers are authorized and properly documented.
  • Partner with the QA team to maintain script and policy compliance across retention interactions.
  • Report daily save rate, cancellation volume, and churn trends to management.
  • Analyze cancellation reasons and surface insights that can improve product, policy, or processes.
  • Train new retention agents on product knowledge, objection handling, and save techniques.

Requirements

  • 2+ years of experience in a customer support phone role, including at least 1 year leading or supervising a team.
  • Proven experience in retention, cancellation prevention, or save-desk operations.
  • Strong understanding of subscription business models, recurring revenue mechanics, and churn dynamics.
  • Data-driven mindset with experience tracking and improving save rates.
  • Strong verbal English with a calm, confident, and persuasive communication style under pressure.
  • Exceptional active listening and de-escalation skills.
  • Empathy-first approach combined with performance accountability.
  • Experience with DTC brands or health and wellness products is a plus.

Benefits

  • Fully remote position based in Latin America.
  • Real ownership over a function that directly impacts recurring revenue.
  • Competitive compensation.
  • Clear KPIs and a structured role within a high-growth DTC brand.
  • Culture that values genuine customer care alongside performance accountability.
  • Room to grow into senior CX or retention leadership as the company scales.
  • Flexible time off.
  • Training and development.
  • Performance bonus.

Interested in this position?

Apply directly on the company website

Apply Now

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