[Hiring] Customer Retention Specialist @Hyprwork

Role Description

As an Email Retention Agent, you will be the person customers write to when they want to cancel a subscription, ask for a refund, or tell us something went wrong. Your job is to read past the request, find the real reason behind it, and answer with the right solution at the right moment. That solution might be a subscription pause, a plan or product change, guidance on using the product correctly, or an approved save offer. When a cancellation is the right call, you process it cleanly and leave the customer with a good last impression.

This is a written role. You will not work from a script you read out loud. You will write clear, warm, persuasive emails that sound human and save the relationship. Every subscription you retain protects recurring revenue and customer lifetime value. The patterns you spot in why customers leave help the business fix the problem at the source.

What You Will Own

• Handle the inbound email queue for cancellation, refund, and subscription requests end to end, from the first reply to resolution, within our SLAs.
• Diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges, and product education.
• Handle objections in writing with empathy and confidence, without sounding templated.
• Process cancellations, refunds, and subscription changes accurately in our CX and subscription platforms when saving is not possible.
• Document every interaction so that anyone on the team can pick it up.
• Tag and report the reasons customers leave so we can act on them.
• Meet daily targets for save rate, response time, and quality score.
• Keep up to date on our product lines, offers, and policies.

Qualifications

• 1+ year in email or ticket-based customer support, ideally on a retention, cancellation, or save-desk team for a subscription or DTC e-commerce business.
• Excellent written English: clear, natural, and persuasive, with no grammar slips.
• Proven comfort handling unhappy customers in writing and turning the conversation around.
• Experience with helpdesk and subscription tools (Gorgias, Zendesk, Recharge, Shopify or similar).
• The ability to keep quality and speed high on a busy queue, and to follow guidelines without sounding robotic.
• Reliable internet and a quiet home workspace.
• Experience with health, wellness, or oral care customers is a plus, not a requirement.

Schedule

• Full-time, 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage.
• Training runs on the same schedule.

How We Work

We live by five values, and we hire for them as seriously as we hire for skills: Own It, Make It Count, Find a Way, Master Your Craft, Win Together.

What We Offer

• Fully remote, international independent contractor (B2B) engagement.
• Monthly base pay plus a monthly performance bonus tied to retention KPIs.
• Payments are sent via Wise to any USD account or virtual wallet you use.
• Paid time off, sick leave, parental leave, and a wellness benefit.
• Clear KPIs, structured onboarding, and a real growth path into senior retention or team lead roles in a high-growth DTC group.