Retention Support Specialist (German Speaking)

TL;DR

Retention Support Specialist (Customer Support): Managing high-stakes cancellation requests to drive customer retention with an accent on persuasive negotiation and complex problem-solving. Focus on identifying churn patterns and surface insights to improve product performance and customer satisfaction.

Location: Remote (Must be based in Germany)

Company

hirify.global is a global one-stop commerce platform powering retail, hospitality, and golf businesses with cloud-based solutions for online and physical operations.

What you will do

• Lead high-stakes conversations across phone, chat, and email to flip cancellation requests into successful retention outcomes.
• Use sharp discovery skills to understand customer frustration and handle objections effectively.
• Identify churn patterns to surface actionable insights for smarter retention strategies.
• Resolve complex, multi-series customer issues with a focus on efficiency and customer-centric decision-making.
• Collaborate across product lines to ensure consistency and high value in every interaction.

Requirements

• Native-level German and fluent English proficiency.
• Strong emotional intelligence with the ability to build trust in challenging conversations.
• Proven skills in discovery, objection handling, and resistance management.
• Capacity to work effectively in a fully remote environment based in Germany.
• Foundational technical understanding of cloud-based product platforms.

Culture & Benefits

• Inclusive, barrier-free workplace committed to diversity and equality.
• Opportunities to work with a global, fast-paced commerce platform.
• Supportive team environment with a focus on professional growth and commerce innovation.