Customer Retention Specialist

About Us Hyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue.

The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do. The Role The Customer Retention Specialist handles inbound calls from customers who wish to cancel their subscription, return a product, or express dissatisfaction.

Your goal is to listen, empathize, understand the real problem, and offer solutions that save the relationship. This role directly impacts recurring revenue and customer lifetime value. Rejuvacare's RejuvaCare+ membership and product subscriptions drive a significant share of recurring revenue.

Every call you take is an opportunity to understand a customer's frustration, resolve the actual issue, and turn them from a cancellation into a loyal advocate. You will use approved retention scripts and save offers (pauses, discounts, exchanges, usage support), but the ability to sound natural, build rapport, and navigate objections under pressure is what separates great retention agents from script readers.

What You Will Own Handling inbound retention calls from customers requesting cancellation or expressing dissatisfaction. Listening actively to understand the root cause and validating the customer's experience. Navigating objections using approved scripts and authorized save offers.

Processing legitimate cancellations and refunds accurately when save efforts are exhausted. Maintaining detailed notes on every interaction. Meeting daily save rate and call quality targets.

Staying updated on the full product line to address product-related concerns. What We Are Looking For 1+ year of experience in inbound customer support or call center operations. Strong verbal English: clear, confident, and empathetic tone.

Experience in retention, cancellation prevention, or save-desk work is highly preferred. Ability to stay calm and solution-focused during difficult conversations. Comfort following scripts while sounding natural and conversational.

Reliable internet and quiet home workspace. Genuine care for customers and a problem-solving attitude. What We Offer Fully remote position based in Latin America.

Structured role with clear KPIs and SLAs. High-growth DTC brand with a global team. Culture of accountability and genuine customer care.

Growth path into senior support or team lead positions. Flexible time off Work From Home Training & Development Performance Bonus & monthly commisions.