Customer Success & Retention Representative - Remote

Overview

The Customer Success & Retention Representative plays a key role in ensuring customer satisfaction and loyalty by handling post-purchase support interactions and proactively addressing concerns to reduce refunds and cancellations.

In Short

• Handle inbound and outbound calls, chats, and emails related to order inquiries, refunds, cancellations, and troubleshooting.
• Engage with at-risk customers to understand their concerns and offer personalized solutions.
• Educate customers about the iRESTORE product line and usage best practices.
• Collaborate with the Customer Success Lead and QA team to improve workflows.
• Use tools like Gorgias, Aircall, Shopify, Crisp, and Postscript for customer interactions.
• Follow established retention and refund workflows.
• Maintain detailed records of customer interactions in CRM systems.
• Meet and exceed retention KPIs and quality assurance benchmarks.

Requirements

• Minimum 3 years of experience in customer service.
• Proven experience in a retention-focused or customer success role preferred.
• Strong verbal and written communication skills.
• Empathetic, patient, and solution-oriented approach.
• Tech-savvy and comfortable with CRM and e-commerce platforms.
• Ability to work independently in a fast-paced remote environment.
• Willingness to work night shifts and on rotating weekends as needed.

Benefits

• Medical and dental benefits after 6 months of tenure.
• Paid Time Off (PTO) for all full-time team members.
• High growth trajectory with quarterly/annual reviews.
• Quarterly Internet Reimbursement.
• Gym membership credit.
• Work from anywhere - this is a remote opportunity.