• Manage and optimize the return journey from the customer’s first request to final resolution; • Convert refund requests into exchanges, replacements, store credit, or upsell opportunities; • Build retention scripts and save-offer playbooks based on customer intent and return reason; • Build strong and lasting customer relationships; • Monitor the online customer journey and identify friction points in product pages, checkout, post-purchase, and return flows; • Support customers through chatbot and live calls to improve resolution rates and reduce the need for returns; • Collaborate with Marketing, CX, Product, and Webstore teams to improve the post-purchase experience and reduce friction; • Handle sensitive customer data with care and security.

Role Description Join our community as a Customer Retention Specialist today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Manage and optimize the return journey from the customer’s first request to final resolution; - Convert refund requests into exchanges, replacements, store credit, or upsell opportunities; - Build retention scripts and save-offer playbooks based on customer intent and return reason; - Build strong and lasting customer relationships; - Monitor the online customer journey and identify friction points in product pages, checkout, post-purchase, and return flows; - Support customers through chatbot and live calls to improve resolution rates and reduce the need for returns; - Collaborate with Marketing, CX, Product, and Webstore teams to improve the post-purchase experience and reduce friction; - Handle sensitive customer data with care and security. Qualifications - Excellent English communication skills (at least C1 level for both spoken and written); - Minimum 2 years of experience in Customer Support, Customer Success, Retention, or eCommerce operations; - Commercial mindset with a focus on saving revenue, reducing returns/refunds where appropriate, and improving the overall customer experience; - Comfortable negotiating and presenting alternatives (exchanges, upgrades, store credit, etc.) to achieve retention outcomes; - Hands-on experience with CRM systems, chatbot tools, ticketing systems, and/or call center workflows; - Ability to configure and optimize basic workflows, scripts, and dashboards within these tools; - Strong ability to work cross-functionally with Customer Support, IT, Marketing, Product, and Webstore teams; - Analytical ability to identify patterns, recurring issues, and improvement opportunities in customer behavior and processes; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Benefits - Fixed schedule: Monday–Friday, 3 PM–11 PM CET; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

• Develop and execute strategic campaigns to increase marketplace customer retention and grow bookings through email, SMS, push notifications, and on-site messaging. • Design and continuously optimize customer onboarding flows that accelerate adoption for new customers. • Identify new activation milestones and build campaigns that reliably move users to them. • Maintain and optimize a comprehensive calendar of seasonal campaigns and promotions across the ezCater marketplace, aimed at driving incremental orders. • Analyze and translate data from various sources (eg. reporting dashboards, customer insights) into actionable insights, recommendations and strategic plans to enhance customer touchpoints, drive engagement, and improve conversion rates. • Identify areas for optimization and implement strategies to improve campaign effectiveness. • Use promotions effectively and cost-efficiently to change customer behavior. • Partner with the growth acquisition team to increase retention effectively and efficiently using paid media. • Utilize segmentation techniques to customize communications and marketing campaigns.

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Retention Representative? Globe Life is looking for a Customer Retention Representative to join the team! As a Customer Retention Representative, you will play a critical role in maintaining Globe Life's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage. This remote position offers a schedule Monday through Friday. What You Will Do: - Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options. - Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions. - Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments. - Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language. - Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. - Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information. - Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete. Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions. - Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards. ​ What You Can Bring: - High school diploma or equivalent. - Basic Microsoft Office Skills, including Word, Excel, and Outlook. - Minimum Typing speed of 30 wpm. - Experience in a call center environment preferred. - Some insurance and/or sales experience preferred. - Excellent verbal and written communication skills. - Ability to solve complex policyholder issues with a positive attitude. - Ability to work in a fast-paced environment and work well under pressure. - Knowledge of life and/or health insurance terminology preferred. Applicable To All Employees of Globe Life Family of Companies: - Reliable and predictable attendance of your assigned shift. - Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: - Competitive compensation designed to reflect your expertise and contribution. - Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. - Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. - Paid holidays and time off to support a healthy work-life balance. - Parental leave to help our employees welcome their new additions. - Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. - Company-paid counseling for assistance with mental health, stress management, and work-life balance. - Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. - Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.