Customer Support Retention Specialist

What You'll Do

• Conduct Retention Calls: Speak with subscribers who have expressed intent to cancel, listening carefully and using good judgment to help them find a path forward.
• Make Tailored Offers: Work within an approved offer framework to present the right option for each subscriber - a discount, a pause, or sometimes just a good conversation.
• Handle Difficult Conversations: Approach every call with empathy and patience, including conversations where a subscriber ultimately decides to leave.
• Track Outcomes & Surface Insights: Log every call and outcome accurately - what worked, what objections came up, and what would have changed the outcome. Surface patterns to improve the product and experience.
• Intercom Support & QA: Answer live chat and email messages and support the needs of the community through Intercom, while helping ensure the quality of automations and AI agent responses.

What We're Looking For

• Passion for the mission and excitement about the product.
• Empathetic Communicator: Speak and write simply and warmly. Meet people where they are, stay calm when frustrated, and make people feel heard.
• Good Judgment: Know when to offer a discount, when to push back gently, and when to let someone go gracefully.
• Integrity: Care about the person on the other end of the call. Be honest even when it means losing the save.
• 3+ years of experience in customer support, retention, customer success, or a related role — ideally handling phone calls for a subscription or consumer app environment.
• Experience handling inbound cancellation calls, retention or "save" programs is a strong plus.
• Native or near-native proficiency in spoken English required.
• Experience with Intercom, Slack, and ClickUp is a plus.
• Foreign language skills in Spanish, French, Italian, Portuguese, Polish, or German are a plus.

Compensation & Schedule

• This is an hourly contract position.
• Expected to be 30-40 hours per week depending on volume.
• Competitive market rates.