Customer Retention Specialist

• Contact customers at risk of cancelling
• Handle cancellation requests with empathy and clear offers
• Record cancellation reasons and share trends with the team
• Run win-back and renewal follow-ups
• Meet monthly retention and save-rate targets
• Protect revenue by understanding why customers want to leave and offering retention solutions

• Experience in customer retention, account support or customer service
• Experience with a CRM or helpdesk such as HubSpot or Zendesk
• Clear, persuasive spoken and written English
• Comfort working to retention targets
• A reliable laptop and stable fibre connection
• Experience in subscription or e-commerce businesses (nice to have)
• Familiarity with a tool such as Gorgias or Intercom (nice to have)
• Experience reporting on churn (nice to have)

• Full-time, 100% remote role
• Working UK hours, 09:00–17:00 UK time (11:00–19:00 SAST)
• Clear onboarding and support
• Stable remote career with a UK employer
• Work from home with existing equipment
• Recruitment team support from application through first day
• Open communication throughout the hiring process