Web Customer Retention Specialist – Remote

About the role

SupportYourApp is looking for a Web Customer Retention Specialist to join its global support team. You will work remotely, helping customers complete their purchase journeys while reducing refunds and returns. The role blends customer service, sales, and e‑commerce optimisation in a multicultural environment.

Key responsibilities

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

Required profile

• Fluent English (C1 level) – both spoken and written.
• At least 2 years of experience in Customer Support, Customer Success, Retention, or e‑commerce operations.
• Commercial mindset focused on revenue protection and customer experience.
• Strong negotiation skills for presenting alternatives such as exchanges, upgrades, or store credit.
• Ability to work cross‑functionally with Support, IT, Marketing, Product, and Webstore teams.
• Analytical mindset to spot patterns and propose process improvements.

Required skills

What we offer

• Fixed schedule: Monday‑Friday, 3 PM‑11 PM CET.
• Fully remote work with an inclusive international environment.
• Compensation paid in USD, plus referral rewards.
• Access to personal development resources and a culture built on trust.
• No time‑tracking requirements and supportive leadership focused on growth.