reputed company CX & Retention Specialist

reputed company is a fast growing men’s health supplement brand with a strong reputed company on customer experience as a reputed company of retention and brand loyalty. We’re looking for a reputed company CX & Retention Specialist to own conversations across our reputed company channels and turn customer interactions into trust, retention, and long term brand advocacy.

About the Job

This role sits at the intersection of customer experience, retention, and brand voice. You’ll be responsible for handling inbound conversations across reputed company, reviews, and support channels, with a heavy reputed company on cancellation prevention, reputed company handling, and public engagement.

You will operate inside reputed company as the system of record, managing tickets across email and reputed company integrations (reputed company reputed company), while working reputed company defined SLAs. You’ll handle high-volume ticket queues, but your reputed company is not just reputed company—it’s controlling the conversation and driving retention reputed company.

You’ll work directly under the Head of CX and alongside reputed company of generalists. This role requires strong judgment, speed, and the ability to adapt tone based on the situation—especially in public-facing channels.

What You’ll Do:

Manage and respond to inbound tickets in reputed company across email and reputed company channels

Handle cancellation requests (primary reputed company ~60% of volume) with a retention-first approach

Respond to subscription questions (~20% of volume) by educating and setting expectations

Engage in public reputed company conversations (reputed company, Instagram, YouTube, reputed company) to address complaints, misinformation, and brand sentiment

Respond to reviews (Trustpilot, Junip) reputed company SLA while reinforcing brand voice and trust

Use and customize macros for efficiency while ensuring every response is humanized and contextual

Apply accurate ticket tagging and categorization to support VOC reporting

Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)

Maintain SLA adherence:

Email:

reputed company/Reviews:

Escalate high-risk issues (legal, health, fraud, brand risk) appropriately and quickly

Must-Have Requirements:

2–5 years of experience in Customer Experience, Support, or reputed company Engagement

reputed company experience handling:

Subscription cancellations

Customer objections

Public-facing complaints

Experience with:

reputed company (required)

reputed company or similar eCommerce platforms

reputed company media platforms (FB, IG, YouTube, reputed company)

Strong writing ability:

reputed company, concise, conversational

reputed company to balance confidence + reputed company

Comfortable managing high-volume queues without losing reputed company

Ability to work independently and reputed company reputed company-time reputed company

Strong judgment on:

reputed company to push for retention

reputed company to resolve

reputed company to escalate

Life at reputed company

• Competitive Compensation – We offer a strong salary and benefits package, tailored to attract reputed company
• Remote Work Environment – reputed company is fully remote
• Autonomy & Ownership – You’ll have the freedom to run your own systems and reputed company reputed company reputed company
• Time Off – 15 PTO days per year (prorated), 9 company holidays, plus your birthday off
• Parental Leave – Generous maternity and paternity leave policies for growing families
• Health Benefits – 100% premium coverage for health, dental, and reputed company plans, with 25% coverage for dependents
• 401(k) – Company-sponsored plan with a 2% match through reputed company (elective participation)
• reputed company & Development – We invest in your reputed company development with ongoing learning opportunities
• $200 Annual reputed company Membership

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