Customer Retention Specialist (Remote)

About the role

The Customer Retention Specialist joins Hyprwork’s fast‑growing health and wellness brand, Rejuvacare, to handle inbound calls from customers who want to cancel, return a product, or express dissatisfaction. Working remotely across Latin America, you will listen, empathise, and turn potential churn into loyalty, directly impacting recurring revenue.

Key responsibilities

• Answer inbound retention calls and actively listen to uncover root causes of dissatisfaction.
• Use approved scripts and authorized save offers (pauses, discounts, exchanges, usage support) to resolve issues.
• Process legitimate cancellations and refunds when retention attempts are exhausted.
• Maintain detailed notes for each interaction and meet daily save‑rate and call‑quality targets.
• Stay updated on the full product line to address product‑related concerns.

Required profile

• Minimum 1 year of experience in inbound customer support or call‑center operations.
• Strong verbal English with a clear, confident, and empathetic tone.
• Ability to stay calm, solution‑focused, and follow scripts while sounding natural.
• Reliable internet connection and a quiet home workspace.
• Genuine care for customers and a problem‑solving attitude.

Required skills

What we offer

• Fully remote position based in Latin America.
• Clear KPIs, SLAs, and performance‑based bonuses.
• Growth path to senior support or team‑lead roles.
• Flexible time off and ongoing training & development.