Part-Time Customer Retention Specialist - Continuity/Rebill Experience Required

START YOUR APPLICATION WITH THE WORDS "SAVE SPECIALIST" OR IT WILL BE DELETED WITHOUT READING.


If You've Never Worked Continuity Offers, This Isn't For You. Keep Scrolling.

This posting is for a very specific type of person. You already know what a $1 trial to $40/mo rebill looks like. You've handled the angry emails. You've talked someone down from calling their bank. You have a folder of save scripts you've built and refined over the years. You know exactly what "chargeback ratio" means and you've kept one under 1%.

If none of that makes sense to you, this role is not a fit. No hard feelings.

If you're nodding along because you've lived this for the last 2+ years - read on.


What This Role Is

We run a digital product with a trial-to-subscription model. Customers sign up for a low-cost trial, it renews at a higher monthly rate, and some of them miss the cancellation window. They email us angry. Your job is to handle those emails.

But "handle" doesn't mean "refund everyone." Your job is to SAVE revenue while keeping our chargeback ratio near zero. That means:

- When someone is just upset: deploy your save script. Cancel their recurring charges. Offer them our members-only area for free - which is genuinely high-value with a ton of real content. Keep the charge. Most people accept this and move on happy.
- When someone is threatening their bank: refund immediately. A chargeback costs us the charge PLUS a fee PLUS damages our merchant ratio. A refund is always cheaper than a chargeback. You need to read between the lines and know the difference.
- When someone is on the fence: partial refund + cancel recurring + members area access. Meet them in the middle.

The outcome hierarchy you must internalize:
SAVE is best. Partial refund is next. Full refund is better than a chargeback. Chargeback is the worst outcome - always.


What You'll Actually Do (1-2 hours per day)

- Handle 5-10 email tickets per day from customers wanting refunds on their subscription charge
- Use your proven save scripts, adapted to our specific product and members area offer
- Make judgment calls on every ticket: save, partial refund, full refund, or escalate
- Mark refund decisions in the system (someone else processes the actual refund)
- Track your save rate, refund rate, and flag any chargeback risk patterns you spot
- Build our entire CS retention system from scratch in your first week: email templates, response workflows, escalation tiers, refund decision tree
- Flag trends proactively - if a certain traffic source is generating more complaints, if a specific charge amount triggers more disputes, if response time is affecting save rate - tell us before we ask

This is email only right now. No phone, no live chat.


What You Must Bring To The Table

This is not a "we'll train you" role. We need someone who trains US. You must already have:

- Real, proven experience handling retention/save emails for continuity or rebill subscription products. Not general customer service. Not e-commerce returns. Specifically trial-to-rebill or subscription retention. If you've worked for a supplement company, info-product company, health offer, or any direct response business running continuity - you know what this is.

- Your own save scripts and templates. You've built these over time. You know what works. You can adapt them to our product in a day. If I asked you to show me your best save email right now, you could pull it up.

- Deep understanding of chargebacks. You know what Visa and Mastercard thresholds are. You know the difference between a first chargeback and a pre-arbitration. You know why keeping the ratio under 1% matters more than any single refund decision. You've worked with or at least understand alert services like Ethoca or Verifi.

- Judgment. You can read an angry email and instantly categorize it: this person is just venting (saveable), this person is about to call their bank (refund now), this person is fishing for a freebie (hold firm). You don't follow scripts blindly - you read the situation and adapt.

- The ability to build systems. We don't have a CS playbook yet. You're building it. Templates, workflows, escalation rules, tracking - you've done this before at another company and you can do it here.

- Professional, calm, empathetic written English. Your emails need to sound like a real human who genuinely cares, while firmly guiding toward the save outcome. Not robotic. Not aggressive. Not apologetic to the point of giving everything away.


Bonus Points

- Experience specifically with trial-to-rebill offers (the exact model we run)
- Familiarity with payment processors like ---------- , Konnektive, NMI, or similar
- Experience with chargeback alert services (Ethoca, Verifi/CDRN)
- You've trained other CS reps on retention scripts
- You track your own save rate and can tell me what it was at your last role
- Experience with health, supplement, or info-product continuity offers


The Deal

Part-time. 1-2 hours per day handling 5-10 tickets. Some days lighter, some days heavier. One product for now - could expand if you're great.

You work directly with the owner. No middle management. You send your daily ticket summary, flag any risks, and handle your queue. Async communication - no pointless meetings.

If you're the person who already has the playbook and just needs a new inbox to apply it to, this is the easiest part-time gig you'll ever have. You've done this a thousand times. The only difference is our product.


Application Questions

Answer ALL of these. I'm looking for proof you've done this before. I want to see your actual work - real emails you've sent, real scripts you use. Not summaries of what you'd do. The actual words you send to customers. If you've done this job, you have these ready. If you don't, this isn't the right role.

1. What continuity/rebill products have you handled retention for? Be specific - what was the product, what was the trial/rebill structure, how many tickets per day, and what was your save rate?

2. Show me your canned emails. Paste the ACTUAL email templates you use for each of these scenarios (not a description of what you'd say - the real email, word for word, as you'd send it to a customer):

a) A customer emails asking what a charge is on their card. They're not angry yet, just confused. Paste your actual response.

b) A customer demands a full refund. They're angry but not threatening anything specific. They just want their money back. Paste your actual save email - the one that keeps the charge and makes them happy with the membership instead.

c) A customer says "This is fraud. I never signed up for this. I'm disputing this with my bank and reporting you to the FTC/BBB." Paste your actual response to this type of email.

d) A customer already got your first response but emails back still demanding a refund - they rejected the save offer. Paste your actual follow-up / escalation email.

e) A customer is polite but firm: "I appreciate the offer but I really just want my money back. Please process the refund." Paste how you actually handle this one.

f) Any other scenario-specific templates you use regularly that I haven't listed above. Show me everything you've got. The more templates you paste, the more I can see you've actually done this.

3. What is a chargeback ratio and why does it matter? What threshold gets a merchant account flagged? What have you personally done at previous roles to keep it under control?

4. What's the difference between a customer you should save and a customer you should refund immediately? How do you tell the difference just from reading their email?

5. Describe a CS retention system you built from scratch. What templates did you create, how did you structure escalation tiers, and how did you track results?

6. What payment processors or CRM systems have you worked with? ( ---------- , Konnektive, NMI, Shopify, etc.)

7. What was the highest volume of tickets you've handled in a day? How did you maintain quality at volume?

8. Have you trained other CS reps on retention scripts? If yes, how did you structure the training?

9. What's your save rate at your current or most recent role? How do you track it?

10. What hours are you available? What timezone are you in? When can you start?