Customer Success & Retention Representative

About iRESTORE iRESTORE is a fast-growing company dedicated to providing innovative solutions in the wellness and beauty space. At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. As we continue to expand, we are seeking a Customer Success & Retention Representative to join our team. About The Position The Customer Service Retention Agent plays a key role in ensuring customer satisfaction and loyalty by handling post-purchase support interactions and proactively addressing concerns to reduce refunds and cancellations. This role focuses on calls, chat, and email support—serving as a trusted advisor to customers on their hair regrowth journey. Key Areas of Accountability: 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. The ideal candidate has: 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. Our Core Values and what we built our culture around : WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture Company Benefits: Medical and dental benefits after 6 months of tenure Paid Time Off (PTO) for all full-time team members High growth trajectory with quarterly/annual reviews Quarterly Internet Reimbursement Gym membership credit – your physical and mental health is super important Work from anywhere - this is a remote opportunity Annual Team Bonding Event