[Remote] Customer Support Retention Specialist
Note: The job is a remote job and is open to candidates in USA. Hallow is a company focused on helping individuals connect with their prayer life, and they are seeking a warm and tenacious Customer Support Retention Specialist. The role involves conducting retention calls, making tailored offers, and handling difficult conversations to ensure subscribers feel heard and valued.
Responsibilities
- Conduct Retention Calls: You'll be on the front lines speaking with subscribers who have expressed intent to cancel, listening carefully and using good judgment to help them find a path forward
- Make Tailored Offers: Work within an approved offer framework to present the right option for each subscriber - a discount, a pause, or sometimes just a good conversation
- Handle Difficult Conversations: Approach every call with empathy and patience, including conversations where a subscriber ultimately decides to leave. Every interaction reflects Hallow's care for the person, not just the outcome
- Track Outcomes & Surface Insights: Log every call and outcome accurately - what worked, what objections came up, and what would have changed the outcome. You'll be the person who knows best why subscribers leave, and the broader team will count on you to surface those patterns to improve the product and experience
- Intercom Support & QA: In-between calls, you'll also answer live chat and email messages and support the needs of our community through our Intercom customer messaging platform, while helping ensure the quality of our automations and AI agent responses
Skills
- 3+ years of experience in customer support, retention, customer success, or a related role — ideally handling phone calls for a subscription or consumer app environment
- Native or near-native proficiency in spoken English
- Passion for the mission
- Empathetic communicator who speaks and writes simply and warmly
- Good judgment in handling customer interactions
- Integrity in dealing with customers
- Experience specifically handling inbound cancellation calls, retention or 'save' programs is a strong plus
- Experience with tools such as Intercom, Slack, and ClickUp
- Foreign language skills in Spanish, French, Italian, Portuguese, Polish, or German
Benefits
- Flexibility: HQ is in Chicago (USA); this position is remote. We're flexible on location within the United States.
- This role is expected to be between 30-40 hours per week depending on volume.
- Comp: We will pay competitive market rates for this hourly contract position.
Company Overview