Customer Retention Specialist – Email and Phone Retention Agent

Role Overview

HarZa is a remote-first team that has scaled e-commerce brands. The Customer Retention Specialist will handle inbound cancellation, refund, and subscription requests, diagnose real issues, and choose the right retention path. The role requires empathy, confidence, and the ability to handle objections without sounding scripted.

What You Will Do

The Customer Retention Specialist will handle inbound requests, diagnose real issues, and choose the right retention path. They will process cancellations, refunds, and subscription changes accurately, document interactions, and tag and report reasons customers leave.

Why It Might Be a Fit

We are looking for a candidate with 1+ year of customer support experience, ideally on a retention team for a subscription or DTC e-commerce business. The candidate should be able to handle unhappy customers, turn conversations around, and follow guidelines without sounding robotic.

Requirements

• 1+ year in customer support, ideally on a retention, cancellation or save-desk team for a subscription or DTC e-commerce business
• Proven comfort handling unhappy customers and turning the conversation around
• Experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify
• Reliable internet and a quiet home workspace
• Advanced written English for the email desk
• Genuinely fluent spoken English for the phone desk

Benefits

• Monthly base pay plus a monthly performance bonus tied to retention KPIs
• 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