Email Retention Agent (Customer Retention Specialist)

About the role

HarZa, a team behind direct-to-consumer health and wellness brands such as Oralux, is hiring an Email Retention Agent. You will be the person customers write to when they want to cancel a subscription, ask for a refund or say something went wrong. You read past the request, find the real reason behind it and answer with the right solution: a pause, a plan or product change, product guidance or an approved save offer. This is a written role: you write clear, warm, persuasive emails that sound human.

Key responsibilities

• Handle the inbound email queue for cancellations, refunds and subscription requests end to end, within SLAs.
• Diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges and product education.
• Handle objections in writing with empathy and confidence, without sounding templated.
• Process cancellations, refunds and subscription changes accurately in the CX and subscription platforms.
• Document every interaction so anyone on the team can pick it up, and tag and report the reasons customers leave.
• Meet daily targets for save rate, response time and quality score, and stay up to date on products, offers and policies.

Required profile

• 1+ year in email or ticket-based customer support, ideally on a retention, cancellation or save desk for a subscription or DTC e-commerce business.
• Excellent written English, clear, natural and persuasive, with no grammar slips.
• Proven comfort handling unhappy customers in writing and turning the conversation around.
• Reliable internet and a quiet home workspace.
• Experience with health, wellness or oral care customers is a plus.

Required skills

• Helpdesk and subscription tools such as Gorgias, Zendesk, Recharge, Shopify or similar.
• Ability to keep quality and speed high on a busy queue while following guidelines.

What we offer

• Fully remote, international independent contractor (B2B) engagement.
• Monthly base pay plus a monthly performance bonus tied to retention KPIs, paid via Wise.
• Paid time off, sick leave, parental leave and a wellness benefit.
• Clear KPIs, structured onboarding and a growth path into senior retention or team lead roles.

Schedule: full-time, 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage; training runs on the same schedule.