Web Customer Retention Specialist (Remote)

About the role

SupportYourApp is looking for a fluent‑English Web Customer Retention Specialist to join its global support team. You will work remotely, helping customers complete their purchase journey while reducing refunds and returns.

Key responsibilities

• Manage the post‑purchase journey from the first request to final resolution.
• Convert refund requests into exchanges, replacements, store credit, or upsell opportunities.
• Develop retention scripts and playbooks based on customer intent.
• Monitor online customer pathways and identify friction points in product pages, checkout, and return flows.
• Assist customers via chatbot and live calls to improve resolution rates.
• Collaborate with Marketing, CX, Product, and Webstore teams to enhance the post‑purchase experience.
• Handle sensitive customer data securely.

Required profile

• Excellent English communication (C1 level, spoken and written).
• At least 2 years of experience in Customer Support, Success, Retention, or eCommerce operations.
• Commercial mindset focused on revenue preservation and customer experience.
• Comfortable negotiating alternatives such as exchanges, upgrades, or store credit.
• Strong analytical ability to spot patterns and improvement opportunities.
• Reliable PC (≥8 GB RAM) and stable internet (≥50 Mbps download, ≥40 Mbps upload).

Required skills

• Experience with CRM systems.
• Familiarity with chatbot tools.
• Knowledge of ticketing systems and call‑center workflows.
• Ability to configure basic workflows, scripts, and dashboards.

What we offer

• Fixed schedule: Monday–Friday, 3 PM–11 PM CET.
• Fully remote work.
• Inclusive international environment.
• Compensation in USD.
• Referral rewards and personal development support.
• No time‑tracking requirements.