Customer Retention Specialist

TL;DR

Customer Retention Specialist (DTC/Health): Handling inbound calls from customers requesting cancellations or expressing dissatisfaction with an accent on empathy, objection handling, and relationship saving. Focus on resolving root causes, meeting save rate targets, and maintaining high call quality to protect recurring revenue.

Location: Must be based in Latin America

Company

hirify.global is a fast-growing operator of direct-to-consumer health and wellness brands, including Rejuvacare, with a remote-first, high-accountability culture.

What you will do

• Manage inbound retention calls from customers requesting cancellations or expressing dissatisfaction.
• Listen actively to identify root causes and validate customer experiences.
• Navigate objections using approved scripts and authorized save offers like discounts or pauses.
• Process cancellations and refunds accurately when retention efforts are exhausted.
• Maintain detailed interaction notes and meet daily save rate and quality targets.
• Stay updated on product lines to effectively address customer concerns.

Requirements

• Must be based in Latin America.
• 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 remain calm and solution-focused during difficult conversations.
• Reliable internet and a quiet home workspace.

Culture & Benefits

• Fully remote position within a high-growth global team.
• Structured role with clear KPIs and performance-based bonuses.
• Opportunities for growth into senior support or team lead positions.
• Flexible time off and dedicated training and development resources.
• Culture focused on accountability and genuine customer care.