[Hiring] Customer Retention Specialist @Hyprwork

Role Description

The Customer Retention Specialist handles inbound calls from customers who wish to cancel their subscription, return a product, or express dissatisfaction. Your goal is to listen, empathize, understand the real problem, and offer solutions that save the relationship. This role directly impacts recurring revenue and customer lifetime value.

• Handling inbound retention calls from customers requesting cancellation or expressing dissatisfaction.
• Listening actively to understand the root cause and validating the customer's experience.
• Navigating objections using approved scripts and authorized save offers.
• Processing legitimate cancellations and refunds accurately when save efforts are exhausted.
• Maintaining detailed notes on every interaction.
• Meeting daily save rate and call quality targets.
• Staying updated on the full product line to address product-related concerns.

Qualifications

• 1+ year of experience in inbound customer support or call center operations.
• Strong verbal English: 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 and 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 & Development.
• Performance Bonus & monthly commissions.