Cancellation & Retention Specialist

Cancellation & Retention Specialist
We're hiring a Cancellation & Retention Specialist to save at-risk accounts and stop customer churn. This is a fully remote customer success role focused on one goal: keeping clients from canceling.
Schedule: Remote | 10:00 AM – 6:00 PM CST

Responsibilities
Handle inbound cancellation requests and turn them into saves through active listening, objection handling, and problem-solving. Identify why customers want to leave and offer solutions, alternatives, or incentives to retain them. Proactively reach out to at-risk or unhappy accounts before they request to cancel. Track cancellation reasons and report trends to management. Meet monthly retention/save-rate targets. Follow up with saved customers to ensure satisfaction.

Qualifications
- 2+ years of customer service experience required.

- Sales experience a strong plus. Excellent active listening skills with a genuine, understanding approach — able to make customers feel heard and comfortable, even when they're frustrated.

- Comfortable learning new technology and able to develop a strong working knowledge of our product to speak to it confidently and troubleshoot with customers.

- Strong negotiation and objection-handling skills.

- Comfortable with difficult conversations and pushback.

- Reliable, coachable, and target-driven.

- Reliable internet connection and a quiet home work setup.

- CRM/phone system experience a plus.

What We Offer
- Competitive base pay plus performance-based save bonuses.

- Fully remote position.

Application Question(s):

• How many years of customer service experience do you have?
• Are you available to work remotely from 10:00 AM–6:00 PM CST?
• Do you have experience with customer retention, cancellation requests, or sales?

Work Location: Remote