Customer Retention Specialist - Email and Phone

About the role

HarZa builds and operates direct-to-consumer health and wellness brands, including Oralux, and serves hundreds of thousands of customers through subscriptions and memberships. It is remote-first and async-first, with 150+ people across 15+ countries. The role handles inbound cancellation, refund and subscription requests end to end, on either an email desk (written work) or a phone desk (live conversations), with the same goal: understand why a customer wants to leave and offer the right solution.

Key responsibilities

• Handle inbound cancellation, refund and subscription requests from first contact to resolution within SLAs.
• Determine the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges and product education.
• Handle objections empathetically and confidently, without sounding scripted or pressuring.
• Process cancellations, refunds and subscription changes accurately in the CX and subscription platforms when saving is not possible.
• Document every interaction so teammates can pick it up, and tag and report the reasons customers leave.
• Meet daily targets for save rate, response time and quality score.

Required profile

• 1+ year in customer support, ideally on a retention, cancellation or save desk for a subscription or DTC e-commerce business.
• Proven comfort handling unhappy customers and turning the conversation around.
• Reliable internet and a quiet home workspace.
• Advanced written English for the email desk; genuine fluency in spoken English for the phone desk.
• Experience with health, wellness or oral care customers is a plus.

Required skills

• Helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify.
• Ability to keep quality and speed high on a busy queue while following guidelines.

What we offer

• Fully remote, international independent contractor (B2B) engagement.
• Monthly base pay plus a monthly performance bonus tied to retention KPIs, paid via Wise.
• Paid time off, sick leave, parental leave and a wellness benefit.
• Clear KPIs, structured onboarding and a growth path into senior retention or team lead roles.

Schedule: full-time, 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage, with training on the same schedule. Candidates apply once and are asked which desk they prefer; English is assessed in a written exercise and, for the phone desk, in a live conversation.