Remote Customer Retention Specialist

About the role

TalentPop App is seeking a motivated Customer Retention Specialist to join its fully remote, full‑time team. In this role you will combine consultative selling with proactive outreach to turn interested shoppers into loyal buyers while reducing subscription churn.

Key responsibilities

• Contact customers who have abandoned carts via phone, email and SMS, using a pressure‑free, conversational approach.
• Engage visitors through live chat, identify needs, recommend products and close sales in real time.
• Recover subscription cancellations by recognizing triggers, offering alternatives and applying incentives.
• Perform post‑purchase follow‑ups to ensure satisfaction and encourage repeat business.
• Maintain accurate records of all interactions in the CRM and ensure timely follow‑ups.
• Meet or exceed defined KPIs for conversion, retention and customer satisfaction.

Required profile

• At least 1 year of experience in consultative sales, upselling, cross‑selling or subscription recovery.
• Minimum 1 year of phone support or proactive live‑chat experience.
• Strong verbal and written English communication skills.
• Proven ability to build trust through empathetic, personalized interactions.
• Self‑motivated learner capable of retaining detailed product knowledge.

Required skills

• Familiarity with CRM systems.
• Experience with live‑chat software.
• Understanding of e‑commerce platforms and tools.

What we offer

• Paid time off and health or dental benefits (or stipend, depending on location).
• Commission on sales generated.
• Permanent remote work setup with a dedicated workspace requirement.
• Clear career progression and growth opportunities.