E-Commerce Subscription Retention Specialist

About the Role

This is not a general Customer Service position. We are specifically looking for someone with hands-on experience retaining customers who want to cancel their subscription, identifying the reason for cancellation, handling objections, and presenting appropriate solutions to reduce churn.

Responsibilities

• Handle customers requesting subscription cancellations.
• Identify the customer's reason for cancelling and conduct appropriate save attempts.
• Present retention solutions based on customer needs and company guidelines.
• Manage subscription changes, cancellations, refunds, and related account concerns.
• Handle billing, shipping, delivery, and product-related inquiries when needed.
• De-escalate dissatisfied customers professionally.
• Maintain accurate customer and subscription records.
• Meet retention, quality, productivity, and customer satisfaction targets.
• Escalate complex cases when necessary.

Required Skills

• 2+ years of Customer Retention, Subscription Retention, or similar experience.
• Proven experience personally handling cancellation/save conversations.
• Experience with subscription-based e-commerce or DTC brands.
• Strong objection-handling, probing, and de-escalation skills.
• Experience working toward save rate, churn, retention, CSAT, or similar KPIs.
• Excellent written and spoken English.
• Comfortable handling customers through phone, email, and/or chat.
• Able to work independently in a remote environment.
• Schedule & Work Requirements Must be available during U.S. business hours.
• Reliable computer suitable for full-time remote work.
• Stable primary internet connection with a backup internet option.
• Quiet and professional home workspace.

Preferred Skills

• Preferred Experience Familiarity with Shopify, Gorgias, Recharge, or similar e-commerce/subscription platforms is highly preferred.
• Experience supporting health, wellness, supplements, beauty, pet health, or other recurringsubscription products is an advantage