Customer Success & Retention Representative

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November 22

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iRestore Laser (Freedom Laser Therapy)

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Beauty • Wellness • Healthcare Insurance

iRestore Laser (Freedom Laser Therapy) is a company specializing in hair growth solutions and scalp health products. They offer a range of laser devices designed to treat hair loss and encourage hair regrowth using low-level light therapy. Their products include the iRestore Professional and iRestore Essential laser devices, which target conditions like androgenic alopecia. iRestore emphasizes drug-free, non-invasive methods and is known for their 12-month guarantee and commitment to customer satisfaction. The company also provides hair care products and personalized solutions tailored to individual hair loss needs.

11 - 50 employees

Founded 2003

💄 Beauty

🧘 Wellness

⚕️ Healthcare Insurance

📋 Description

• Handle inbound and outbound calls, chats, and emails related to order inquiries, refunds, cancellations, escalations, and troubleshooting • Actively engage with at-risk customers to understand their concerns and offer personalized solutions to retain them • Educate customers about the iRESTORE product line, usage best practices, and realistic expectations for hair regrowth • Collaborate with the Customer Success Lead, Supervisor and QA team to flag patterns, improve workflows, and reduce churn • Use tools such as Gorgias, Aircall, Shopify, Crisp, and Postscript to manage customer interactions and cases efficiently • Follow established retention and refund workflows to ensure consistency and adherence to company policies • Maintain detailed and accurate records of interactions in our CRM systems • Meet and exceed retention KPIs and quality assurance benchmarks

🎯 Requirements

• Minimum 3 years of experience in customer service, specifically handling calls, chat, and email • Proven experience in a retention-focused or customer success role preferred • Strong verbal and written communication skills • Empathetic, patient, and solution-oriented approach • Tech-savvy and comfortable with CRM and e-commerce platforms • Ability to work independently in a fast-paced remote environment • Willingness to work night shifts and on rotating weekends as needed

🏖️ Benefits

• Medical and dental benefits after 6 months of tenure • Paid Time Off (PTO) for all full-time team members • High growth trajectory with quarterly/annual reviews • Quarterly Internet Reimbursement • Gym membership credit – your physical and mental health is super important • Work from anywhere - this is a remote opportunity