Customer Retention Specialist

As a Customer Retention Specialist, you will be responsible for supporting customers throughout their membership journey by providing personalized assistance, improving engagement, and helping reduce cancellations. You will manage retention conversations, document customer interactions, and contribute insights that enhance the overall customer experience.

• Proactively contact customers who may be at risk of canceling or disengaging from their subscription.


• Handle inbound cancellation and pause requests with professionalism, empathy, and a customer-focused approach.


• Identify customer needs and recommend appropriate solutions to encourage continued engagement.


• Reconnect with inactive or paused customers through phone, SMS, and email outreach campaigns.


• Educate customers on membership options, program benefits, and available non-clinical resources.


• Escalate clinical questions or health-related concerns to the appropriate internal teams.


• Maintain accurate customer records and document all interactions within CRM systems.


• Follow established retention workflows, communication guidelines, and operational best practices.


• Achieve performance objectives related to retention rates, productivity, quality standards, and customer satisfaction.


• Share recurring customer feedback, cancellation reasons, and insights to support service improvements.


• Collaborate with customer success and operational teams to improve retention strategies.

Requirements

The ideal candidate is a customer-focused professional with strong communication skills and the ability to build trust through meaningful conversations. You should be comfortable working remotely, managing multiple interactions, and learning new systems in a fast-paced environment.

• 0–2 years of experience in customer service, customer support, sales, hospitality, call centers, or other customer-facing roles.


• Excellent verbal and written English communication skills.


• Strong interpersonal skills with the ability to actively listen and understand customer needs.


• Comfortable communicating with customers through phone conversations.


• Positive, empathetic attitude with a genuine desire to help others.


• Strong organizational skills and attention to detail when managing multiple conversations and follow-ups.


• Ability to learn new tools, systems, and structured processes quickly.


• Comfortable working independently in a remote environment.


• Availability to work U.S. business hours.


• Basic computer skills and willingness to learn CRM platforms.


• Experience with subscription-based businesses, healthcare, telehealth, wellness, or e-commerce environments is a plus.


• Familiarity with CRM tools such as HubSpot, Salesforce, or similar platforms is preferred.


• Bilingual English and Spanish skills are an advantage.

Benefits

• Competitive salary with performance-based incentives.


• Fully remote work opportunity from Brazil.


• Comprehensive onboarding, training, and ongoing coaching.


• Career growth opportunities in Customer Success, Operations, and leadership paths.


• Opportunity to contribute to a growing healthcare technology environment.


• Supportive and collaborative remote-first culture.


• Work focused on improving customer experiences and long-term health outcomes.


• Opportunity to develop valuable skills in communication, retention strategy, and customer operations.