Full-Time Customer Success & Retention Representative

• 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.

• 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.

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