Customer Retention Specialist - Email and Phone

About the role

HarZa, a team behind direct-to-consumer health and wellness brands including Oralux, is hiring a Customer Retention Specialist to handle inbound cancellation, refund and subscription requests. The role covers two desks: an email desk of written, human-sounding replies, and a phone desk of live conversations. You apply once; the team asks which desk suits you best.

Key responsibilities

• Handle inbound cancellation, refund and subscription requests end to end, within SLAs
• Determine the real reason behind each request and choose the right retention path: save offers, pauses, exchanges or product education
• Handle objections empathetically, without pressure or scripts
• Process cancellations, refunds and subscription changes accurately in the CX and subscription platforms
• Document every interaction and tag and report why 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
• Comfortable turning around conversations with unhappy customers
• Advanced written English for the email desk; fluent spoken English for the phone desk
• Reliable internet and a quiet home workspace

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 performance bonus tied to retention KPIs, paid via Wise
• Paid time off, sick leave, parental leave and a wellness benefit
• 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, with rotating weekend coverage. Training follows the same schedule. Apply through the Hyprwork application form.