Customer Support & Retention Specialist (Shopify / Recharge)
Please mention DailyRemote when applying
AI Summary
Location: Work from Home
Type of Employment: Full-time or Part-time (depending on client requirements)
Work Shift: US Business Hours
About Us
At OurAssistants, we connect property management and real estate companies with highly skilled virtual professionals who bring efficiency, accuracy, and professionalism to every task. We’re committed to creating a supportive and growth-oriented remote work environment where every team member can thrive. Learn more at ourassistants.com.
About the Role
We are looking for a Customer Support & Retention Specialist to support customers, manage subscriptions, and help improve customer retention through proactive outreach and thoughtful communication.
This role is ideal for someone with e-commerce customer support experience who can communicate naturally, solve problems independently, and create a positive customer experience.
Core Responsibilities & Ownership
- Inbox Management: Own and maintain two primary email inboxes (
info@andsupport@), ensuring all messages are responded to within a strict 24-hour window. (Current volume is low—approx. 5–10 tickets/day). - Proactive Review Winbacks: Utilize the low ticket volume to aggressively audit bad reviews on Trustpilot and Stamped.io. Match reviewer names to the internal database, reach out proactively, solve their issues, and guide them toward upgrading their reviews.
- Social Media Moderation: Daily monitoring and engagement across Facebook, Instagram, and X (Twitter). Respond to comments and DMs with warmth and brand personality.
- Active Cancellation Saves: Manage subscriptions through Recharge. When a customer attempts to cancel, treat it as a conversation, not a transaction—actively work to save the subscription based on a guided discount/perk table.
- Logistics Tracking: Troubleshoot lost or delayed packages utilizing ShipBob.
- Data & Reporting: Track daily tickets, response times, resolution types, cancellation saves, and winback success rates. Provide a structured weekly report to management.
Technical Profile Required
- Shopify: Must have backend navigation experience.
- Recharge: Strongly preferred (must understand subscription cycles and modifications).
- ShipBob: Preferred (or similar US-centric shipping/logistics fulfillment software).
- BPO Background: Target candidates coming out of dedicated e-commerce/retail BPO campaigns.
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