Customer Retention Specialist

About the role

TalentPop App is building its own retention team, hiring remote Customer Retention Specialists who can turn customers who want to cancel into loyal ones. The role is paid in USD per hour, during US business hours, and is 100% remote and permanent, open to candidates in the Philippines, South Africa, Jamaica and Kenya.

Key responsibilities

• Talk to customers by phone, chat, email and SMS, helping them make confident decisions rather than just answering tickets.
• Reach out to people who abandoned their cart, in a way that feels like genuine help.
• Handle cancellation requests with empathy, finding alternatives that keep the customer happy.
• Follow up after a purchase so customers feel excited to come back.
• Build lasting relationships, one conversation at a time.
• Use CRM tools to stay organised across many conversations.
• Hitting targets on conversion, retention and satisfaction, and earning commission on top of base pay.

Required profile

• Excellent spoken and written English.
• At least one year of experience in sales, retention or customer service.
• Experience handling phone or live chat support.
• Ability to build rapport and stay calm when someone is upset.
• Able to manage your day independently.

Required skills

• Consultative selling: upselling, cross-selling and saving subscriptions without being pushy.
• CRM or live chat tools; e-commerce experience is a big plus.

What we offer

• Paid in USD, hourly, with commission on every sale or save made.
• Genuine permanent remote work, with paid time off.
• Health coverage or a monthly stipend depending on location.
• Ongoing training and a career track within the team.

To apply, use the application code BCS26; applications sent by email or through LinkedIn are not considered.