Senior Customer Support Agent (Phone) – Subscription Retention

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: TYPE OF WORK

Full Time

: SALARY

1000

: HOURS PER WEEK

40

: DATE UPDATED

Jan 12, 2026

JOB OVERVIEW

About the Role

We’re a growing 8-figure eCommerce subscription brand looking for an experienced phone-focused Customer Support Agent. This role is heavily focused on subscription management and churn mitigation through inbound/outbound calls.

You’ll handle 30–40+ calls per day, primarily with customers requesting cancellations or changes. Phone confidence and retention experience are required.

Responsibilities
- Handle 30–40+ calls daily
- Manage subscription changes (pause, cancel, downgrade, save)
- Retain customers through clear, empathetic phone conversations
- Identify root causes of churn and offer appropriate solutions
- Accurately document calls in CRM/RichPanel
- Meet retention and call performance targets

Requirements
- 3+ years phone-based customer support
- Strong experience with subscriptions & retention
- Comfortable with high call volume
- Excellent spoken English and communication skills
- Calm, confident, and persuasive (not scripted)

Nice to Have
- eCommerce or subscription brand experience
- Richpanel, or similar tools
- Retention/save-rate KPI experience

Important
This role is phone-heavy and performance-driven. Not suitable for chat/email-only agents.

How to Apply:

If you're ready to join a fast growing company and learn a lot, please apply! Start your application with "I'M READY" so I can be sure you read the full job application (: This helps us filter the number of applicants.

Apply with your resume and briefly describe your experience handling subscription cancellations or retention calls.

SKILL REQUIREMENT

Phone Support English Speaking

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Senior Customer Support Agent (Phone) – Subscription Retention

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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