(fluent English) Web Customer Retention Specialist (remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Retention Specialist today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What You Will Do:

• Manage and optimize the return journey from the customer’s first request to final resolution;
• Convert refund requests into exchanges, replacements, store credit, or upsell opportunities;
• Build retention scripts and save-offer playbooks based on customer intent and return reason;
• Build strong and lasting customer relationships;
• Monitor the online customer journey and identify friction points in product pages, checkout, post-purchase, and return flows;
• Support customers through chatbot and live calls to improve resolution rates and reduce the need for returns;
• Collaborate with Marketing, CX, Product, and Webstore teams to improve the post-purchase experience and reduce friction;
• Handle sensitive customer data with care and security.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 level for both spoken and written);
• Minimum 2 years of experience in Customer Support, Customer Success, Retention, or eCommerce operations;
• Commercial mindset with a focus on saving revenue, reducing returns/refunds where appropriate, and improving the overall customer experience;
• Comfortable negotiating and presenting alternatives (exchanges, upgrades, store credit, etc.) to achieve retention outcomes;
• Hands-on experience with CRM systems, chatbot tools, ticketing systems, and/or call center workflows;
• Ability to configure and optimize basic workflows, scripts, and dashboards within these tools;
• Strong ability to work cross-functionally with Customer Support, IT, Marketing, Product, and Webstore teams;
• Analytical ability to identify patterns, recurring issues, and improvement opportunities in customer behavior and processes;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Fixed schedule: Monday–Friday, 3 PM–11 PM CET;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Retention Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 345