Role Overview
As an Email Retention Agent, you will handle inbound email queue for cancellation, refund, and subscription requests, diagnose the real issue behind each request, and choose the right retention path. You will write clear, warm, persuasive emails that sound human and save the relationship.
What You Will Do
You will handle objections in writing with empathy and confidence, process cancellations, refunds, and subscription changes accurately, and document every interaction so that anyone on the team can pick it up.
Why It Might Be a Fit
You will be the person customers write to when they want to cancel a subscription, ask for a refund, or tell us something went wrong. You will read past the request, find the real reason behind it, and answer with the right solution at the right moment.
Requirements
- 1+ year in email or ticket-based customer support
- Excellent written English: clear, natural, and persuasive, with no grammar slips
- Proven comfort handling unhappy customers in writing and turning the conversation around
- Experience with helpdesk and subscription tools (Gorgias, Zendesk, Recharge, Shopify or similar)
- Ability to keep quality and speed high on a busy queue, and to follow guidelines without sounding robotic
- Reliable internet and a quiet home workspace
Benefits
- Monthly base pay
- Monthly performance bonus tied to retention KPIs
- Paid time off
- Sick leave
- Parental leave
- Wellness benefit
- Clear KPIs
- Structured onboarding
- Real growth path into senior retention or team lead roles in a high-growth DTC group
To apply for this job please visit jobs.workable.com.
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