Customer Retention Specialist - Email Retention Agent

HarZa is a team that has scaled e-commerce brands from zero to 7 and 9 figures. We build and operate direct-to-consumer brands in health and wellness, including Oralux, our oral health brand, and we serve hundreds of thousands of customers through subscriptions and memberships. We are remote-first and async-first, with 150+ people across 15+ countries, and we hold a high standard of ownership in everything we do.

The Role

As an Email Retention Agent, you will be the person customers write to when they want to cancel a subscription, ask for a refund, or tell us something went wrong. Your job is to read past the request, find the real reason behind it, and answer with the right solution at the right moment. That solution might be a subscription pause, a plan or product change, guidance on using the product correctly, or an approved save offer. When a cancellation is the right call, you process it cleanly and leave the customer with a good last impression.

This is a written role. You will not work from a script you read out loud. You will write clear, warm, persuasive emails that sound human and save the relationship. Every subscription you retain protects recurring revenue and customer lifetime value. The patterns you spot in why customers leave help the business fix the problem at the source.

What You Will Own

You will handle the inbound email queue for cancellation, refund, and subscription requests end to end, from the first reply to resolution, within our SLAs. You will diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges, and product education. You will handle objections in writing with empathy and confidence, without sounding templated. When saving is not possible, you will process cancellations, refunds, and subscription changes accurately in our CX and subscription platforms. You will document every interaction so that anyone on the team can pick it up. You will also tag and report the reasons customers leave so we can act on them. Your daily targets are save rate, response time, and quality score, and you will keep up to date on our product lines, offers, and policies.

What We Are Looking For

1+ year in email or ticket-based customer support, ideally on a retention, cancellation, or save-desk team for a subscription or DTC e-commerce business. Excellent written English: clear, natural, and persuasive, with no grammar slips. Proven comfort handling unhappy customers in writing and turning the conversation around. Experience with helpdesk and subscription tools (Gorgias, Zendesk, Recharge, Shopify or similar). The ability to keep quality and speed high on a busy queue, and to follow guidelines without sounding robotic. Reliable internet and a quiet home workspace. Experience with health, wellness, or oral care customers is a plus, not a requirement.