E-commerce Retention Specialist

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: TYPE OF WORK

Full Time

: SALARY

$400/month + Bonus

: HOURS PER WEEK

TBD

: DATE UPDATED

Apr 17, 2026

JOB OVERVIEW

E-commerce Retention Specialist
Company: Confidential
Employment Type: Full-Time (Remote)
Location: (Remote)
We need two agents
Shifts Available
Day Shift (8 hours)
Night Shift (8 hours)
Role Overview
You will be responsible for retaining customers, reducing churn, and maximizing customer lifetime value. This includes handling cancellation requests, saving at-risk customers, offering retention solutions, and ensuring customers stay engaged with the product.
You will communicate directly with customers via calls, tickets, and messages, with the goal of turning potential cancellations into long-term users.
This role requires strong communication skills, emotional intelligence, and the ability to handle objections effectively while protecting company revenue.
Key Responsibilities
Customer Retention & Save Attempts
Handle cancellation requests and prevent churn
Offer tailored retention solutions (discounts, pauses, credits, upgrades)
Identify customer pain points and resolve them
Apply the correct retention offer based on situation
Outbound & Inbound Communication
Call new and at-risk customers
Follow up with users who are disengaged
Respond to retention-related tickets and messages
Maintain a professional and persuasive tone
Objection Handling
Handle price objections, lack of results, and engagement issues
Position the product value clearly
Use structured objection handling frameworks
Convert negative experiences into positive outcomes
Customer Experience Optimization
Ensure smooth onboarding experience
Guide customers on how to use the product effectively
Increase engagement and activation rates
Identify patterns in churn and report insights
Data & Tracking
Accurately track call outcomes and retention results
Maintain clean CRM and tagging systems
Report churn reasons and trends
Follow SOPs for documentation and follow-ups
Required Experience
Minimum 4+ years experience in:
Customer retention, sales, or customer success
Handling objections and closing (retention or sales)
Working with CRM tools and support systems
Calling customers (inbound/outbound)
E-commerce or subscription-based businesses (preferred)
You must understand the impact of churn and how retention directly affects revenue.
Required Skills
Excellent spoken and written English
Strong persuasion and communication skills
High emotional intelligence
Ability to handle rejection and objections
Organized and disciplined
Ability to follow scripts and SOPs
Fast learner
Cultural Expectations
We hire people not only for skill, but for alignment with our culture and operating principles.
Our culture is defined as what you do when no one is watching.
The ideal candidate demonstrates the following behaviors:
Extreme Ownership
You take full responsibility for results. Every lost customer is analyzed and improved on.
Customer Obsession
You focus on helping the customer succeed while protecting the business.
Results-Driven Mindset
Your goal is to save customers and reduce churn consistently.
Resilience
You handle objections, rejection, and difficult conversations without losing focus.
Speed With Quality
You respond quickly while maintaining high-quality communication.
Clear Communication
You speak confidently, clearly, and persuasively.
High Standards
You aim to improve performance daily and take pride in results.
Performance Expectations
High retention/save rate
Strong call performance
Reduced churn rate
Accurate tracking and reporting
Professional and persuasive communication
Consistent follow-ups
Working Hours
Two positions available:
Day Shift – 8 hours
Night Shift – 8 hours
Schedule finalized during hiring process
Compensation
Base Salary: $400/month + Bonus
Performance-based incentives (based on retention rate)
Long-term role
Growth opportunities
Why Join Us?
Long-term stable role
Performance-based growth
Direct impact on company revenue
High-performance team culture
Opportunity to grow with a scaling e-commerce company
How to Apply
Fill out this form: ----------

SKILL REQUIREMENT

Account Retention Attention to Detail Gorgias

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E-commerce Retention Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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