Customer Retention Specialist (Ecommerce)

Location: Fully remote, based in Argentina, Colombia, Mexico, Brazil, Chile, or Peru

Company

Fast-growing operator of direct-to-consumer health and wellness brands serving customers primarily in the United States.

What you will do

• Handle inbound calls from customers requesting subscription cancellations, product returns, or expressing dissatisfaction.
• Listen actively, identify root causes, and validate customer concerns.
• Use approved retention scripts and authorized save offers, including pauses, discounts, exchanges, and usage support.
• Process legitimate cancellations and refunds accurately when retention efforts are exhausted.
• Maintain detailed interaction notes and meet daily save-rate and call-quality targets.
• Stay informed about the full product line to address product-related concerns.

Requirements

• At least 1 year of experience in inbound customer support or call center operations.
• Strong verbal English required, with a clear, confident, and empathetic communication style.
• Experience in customer retention, cancellation prevention, or save-desk operations is preferred.
• Ability to remain calm and solution-focused during difficult conversations.
• Comfort following scripts while maintaining a natural, conversational tone.
• Reliable internet connection and a quiet home workspace.

Nice to have

• Previous experience in retention, cancellation prevention, or save-desk work.

Culture & Benefits

• Remote-first and async-first work environment.
• Structured role with clear KPIs and SLAs.
• Culture focused on accountability and genuine customer care.
• Flexible time off and work-from-home setup.
• Training and development opportunities.
• Performance bonus and monthly commissions, with a growth path toward senior support or team lead roles.