# Customer Support Retention Specialist
**Company:** [Hallow](https://hotfix.jobs/companies/hallow)
**Location:** Remote
**Experience:** 3+ years
**Skills:** Intercom, Slack, Clickup, Customer Support, Retention, Customer Success, Phone Support, Live Chat, Email Support
**Posted:** 2026-06-27
> Contract retention specialist handling inbound cancellation calls, offering tailored retention solutions, and providing Intercom/email support for a subscription prayer app. Requires 3+ years customer support experience and strong empathetic communication skills.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/customer-support-retention-specialist-at-hallow-14ad568e-93f1-4ad6-bcf7-3e3860b5f4e2
**Canonical:** https://hotfix.jobs/jobs/customer-support-retention-specialist-at-hallow-14ad568e-93f1-4ad6-bcf7-3e3860b5f4e2