Customer Retention Specialist - Email Retention Agent
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 37d ago
The date the source published, not the day we noticed it (2026-09-09). Last seen at its source just now.
We have tracked this listing since 9 Sep 2026 (36 days). The employer's board dropped it once and re-listed it; it was last seen there just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Argentina, Colombia, Mexico, Brazil, Chile, Peru
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $1,200–1,400/mo
Middle 50% of 16 listings that do state pay — Customer · all levels · Colombia · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Workable employer's own board first seen 36d ago · last seen just now
- posted 2026-10-14
The listing
HarZa is a team that has scaled e-commerce brands from zero to 7 and 9 figures. We build and operate direct-to-consumer brands in health and wellness, including Oralux, our oral health brand, and we serve hundreds of thousands of customers through subscriptions and memberships. We are remote-first and async-first, with 150+ people across 15+ countries, and we hold a high standard of ownership in everything we do.
The Role
As an Email Retention Agent, you will be the person customers write to when they want to cancel a subscription, ask for a refund, or tell us something went wrong. Your job is to 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.
This is a written role. You will not work from a script you read out loud. You will write clear, warm, persuasive emails that sound human and save the relationship. Every subscription you retain protects recurring revenue and customer lifetime value. The patterns you spot in why customers leave help the business fix the problem at the source.
What You Will Own
You will handle the inbound email queue for cancellation, refund, and subscription requests end to end, from the first reply 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 in writing with empathy and confidence, without sounding templated. 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 that anyone on the team can pick it up. You will also tag and report the reasons customers leave so we can act on them. Your daily targets are save rate, response time, and quality score, and you will keep up to date on our product lines, offers, and policies.
Requirements
What We Are Looking For
1+ year in email or ticket-based customer support, ideally on a retention, cancellation, or save-desk team for a subscription or DTC e-commerce business. Excellent written English: clear, natural, and persuasive, with no grammar slips. Proven comfort handling unhappy customers in writing and turning the conversation around. Experience with helpdesk and subscription tools (Gorgias, Zendesk, Recharge, Shopify or similar). 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.
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.