Web Customer Retention Specialist, Fluent English

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• 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.

🎯 Requirements

• 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 remote; • 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.