Customer Retention Specialist - Email and Phone Retention Agent

Harza Group; Peru; Remote; PEN 95,000 - 133,000; Full time

Benefits offered by this job

Fully remote

Monthly base pay + performance bonus

Paid time off

Sick leave

Parental leave

Wellness benefit

Job summary

Harza Group is seeking aRetention Specialist to manage inbound cancellation, refund, and subscription requests end to end within our SLAs. You will diagnose underlying issues and apply approved save offers, pauses, exchanges and education to keep customers loyal.

You will respond in writing or on calls with empathy, document every interaction, and report reasons customers leave to help fix problems at the source. The role emphasizes save rate, fast response times, and quality scores.

Qualifications

• 1+ year in customer support, ideally on a retention/cancellation or save-desk team for a subscription or DTC e-commerce business.
• Proven comfort handling unhappy customers and turning the conversation around.
• Experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify.
• Ability to maintain quality and speed in a busy queue without sounding robotic.

Responsibilities

• Handle inbound cancellation, refund, and subscription requests end to end.
• Diagnose the real issue behind each request and choose the right retention path.
• Handle objections with empathy and confidence, in writing or on a call.

Skills

Customer support

Retention handling

Communication

Helpdesk tools

Tools

Gorgias

Zendesk

Recharge

Shopify

Job description

The Role

Retention is one conversation held on two channels. Whether a customer writes in or calls, they are telling you they want out, and your job is the same: read past the request, find the real reason behind it, and answer with the right solution at the right moment. That solution might be a subscription pause, a plan or product change, guidance on using the product correctly, or an approved save offer. When a cancellation is the right call, you process it cleanly and leave the customer with a good last impression.

What You Will Own

You will handle inbound cancellation, refund and subscription requests end to end, from first contact to resolution, within our SLAs. You will diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges and product education. You will handle objections with empathy and confidence, in writing or on a call, without sounding scripted and without applying pressure. When saving is not possible, you will process cancellations, refunds and subscription changes accurately in our CX and subscription platforms. You will document every interaction so anyone on the team can pick it up, and you will tag and report the reasons customers leave so we can fix the problem at the source. Your daily targets are save rate, response time and quality score.

Requirements

What We Are Looking For

• 1+ year in customer support, ideally on a retention, cancellation or save-desk team for a subscription or DTC e-commerce business.
• Proven comfort handling unhappy customers and turning the conversation around.
• Experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify.
• The ability to keep quality and speed high on a busy queue, and to follow guidelines without sounding robotic.
• Reliable internet and a quiet home workspace.
• Experience with health, wellness or oral care customers is a plus, not a requirement.

English, And We Are Specific About It

Your English is evaluated twice in this process, not described. Every candidate completes a written exercise in English. Candidates for the phone desk also have a live conversation in English. For the email desk we need advanced written English: clear, natural and persuasive, with no grammar slips. For the phone desk we need genuinely fluent spoken English, comfortable with US customers and different accents. If your written English is strong but you are not fluent on calls, apply anyway and tell us, the email desk is for you. If your English is intermediate, this is not the right role yet.

Schedule

Full-time, 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage. Training runs on the same schedule.

How We Work

We live by five values, and we hire for them as seriously as we hire for skills: Own It, Make It Count, Find a Way, Master Your Craft, Win Together.

Benefits

What We Offer

Fully remote, international independent contractor (B2B) engagement. Monthly base pay plus a monthly performance bonus tied to retention KPIs. Payments are sent via Wise to any USD account or virtual wallet you use. Paid time off, sick leave, parental leave, and a wellness benefit. Clear KPIs, structured onboarding, and a real growth path into senior retention or team lead roles in a high-growth DTC group.