Customer Support Retention Specialist
Location
Worldwide
Posted
11 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Support Retention Specialist
Happy Howl
Role Description This is not a traditional support role. You'll be the friendly, knowledgeable voice Happy Howl customers turn to when they have questions, concerns, or doubts — and you'll be just as comfortable resolving an issue as you are turning a cancel-intent conversation into a long-term subscriber. Every interaction is a save opportunity. You'll own the retention queue, handle high-volume inbound tickets, take phone calls, and protect subscriber revenue — while delivering the warm, one-touch customer experience Happy Howl is known for. You'll work across phone, email, text, chat, and social media, and you'll be a key player in our ability to retain customers, grow MRR, and protect the brand's reputation online. Qualifications - 3+ years in customer service, preferably in e-commerce, subscription, or DTC - Demonstrated ability to retain or save customers — whether through a cancellation desk, membership retention, or subscription support role - Excellent written and verbal communication: warm, clear, and concise across every channel - Comfortable managing high volume with a one-touch mindset — you resolve issues completely the first time - Comfortable on the phone — our phone channel is growing and you'll be a key part of how we show up there - Self-motivated, positive, and thrives in a fast-paced remote environment - A genuine love for dogs and the ability to speak about pet health and nutrition with passion and curiosity Requirements - Own the cancel-intent queue — engage with empathy, identify the root cause, and offer the right solution to retain the subscriber - Handle 'didn't intend to subscribe' tickets with care — save where possible, resolve with grace where not - Turn pause, skip, and frequency-change requests into opportunities — understand the real need and recommend the plan that fits the dog best - Answer product, ingredient, and plan recommendation questions — these are save opportunities, not just info requests - Identify upsell and cross-sell moments naturally within service conversations — add-ons, frequency upgrades, complementary products - Track your own save rate and retained MRR weekly — you own this number and we'll celebrate it - Develop fluency in our product line so you can speak confidently about ingredients, nutrition, feeding guides, and how Happy Howl compares — that knowledge is your best retention tool - Comfortable with soft-sell and upsell conversations — you treat revenue as a natural extension of great service - Manage high-volume inbound tickets across Gorgias, Shopify, Stay.ai, and Aircall with speed, warmth, and a one-touch mindset - Handle subscription management, order questions, and general support across email, phone, SMS, chat, and social media - Resolve shipping errors, address updates, account changes, and technical payment issues - Escalate cross-track tickets when a support conversation reveals churn risk - Document customer feedback to help the team improve products, messaging, and processes - Respond to Trustpilot and Stamped reviews within 24 hours — turning public complaints into visible wins - Manage social media messages and comments in a timely, on-brand, and professional way - Flag recurring themes in reviews and social to the team so we address root causes, not just symptoms Benefits - Remote — work from anywhere - Flexible weekend hours (4 hours on Saturday or Sunday) - Bonus opportunity tied directly to retention and save rate performance - Health insurance, dental insurance, and employee discount - Join a fast-growing, pet-focused company making a real difference in dogs' lives How to Apply Please respond with your experience, why you'd be a great fit, and any background in pet, wellness, e-commerce, or subscription industries. Tell us about a time you retained or saved a customer who was about to cancel or leave — what did you do and what was the outcome? Bonus if you have hands-on experience with Shopify, Stay.ai, Gorgias, or Aircall. We are looking to fill this position immediately.
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Customer Support Specialist, Digital Experience
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