[Remote] Customer Experience, Retention Agent

Note: The job is a remote job and is open to candidates in USA. Rent the Runway (RTR) is transforming the fashion industry with its innovative Closet in the Cloud. The Customer Experience, Retention Agent will be responsible for building and maintaining customer relationships, delivering personalized service, and driving customer retention through proactive outreach and engagement. Responsibilities Deliver exceptional and personalized service and develop lasting relationships with our RTR customers Support RTR campaigns through all stages in the customer journey Provide personalized service and grow brand love driving retention and growth through communication touchpoints over the phone Other main communication channels include SMS & email Serve as a brand ambassador of Rent the Runway, championing our core values to democratize fashion Maintain knowledge of all Rent the Runway products including fit, styles and inventory Develop one-to-one customer relationships through regular communication with your customers that keeps them coming back Be the voice of the customer and share feedback and insights that help us improve and evolve Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions Bring your best self into work every day and be on the frontlines of our customer communications, which could mean face to face, or live conversations Deliver personalized service while meeting quality and productivity goals Adherence to daily scheduling including lunches and breaks Share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience Support inbound customer inquiries as required by business need Contribute to an empathetic, positive and energetic team culture Skills Deliver exceptional and personalized service and develop lasting relationships with our RTR customers Support RTR campaigns through all stages in the customer journey Provide personalized service and grow brand love driving retention and growth through communication touchpoints over the phone Other main communication channels include SMS & email Serve as a brand ambassador of Rent the Runway, championing our core values to democratize fashion Maintain knowledge of all Rent the Runway products including fit, styles and inventory Develop one-to-one customer relationships through regular communication with your customers that keeps them coming back Be the voice of the customer and share feedback and insights that help us improve and evolve Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions Bring your best self into work every day and be on the frontlines of our customer communications, which could mean face to face, or live conversations Deliver personalized service while meeting quality and productivity goals Adherence to daily scheduling including lunches and breaks Share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience Support inbound customer inquiries as required by business need Contribute to an empathetic, positive and energetic team culture You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment You are a Communicator. You listen well and understand the needs of our customers and our business You express your ideas clearly and communicate persuasively to produce positive results You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction You are Empathetic. You are able to see situations from the customer's perspective and provide the best solutions aligned with Rent the Runway's core values You have high quality scores, and can build relationships with our customers in order to spread the brand love for RTR! You are Entrepreneurial. You are not afraid to provide feedback and try new things Benefits Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family. Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention. Paid Sabbatical after 5 years of continuous service - Unplug, recharge, and have some fun! Exclusive employee subscription and rental discounts - to ensure you experience the magic of renting the runway (and give us valued feedback!). Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered. 401k match - an investment in your future. Company wide events and outings - our team spirit is no joke - we know how to have fun! Company Overview Rent the Runway is an online e-commerce website that allows women to rent designer apparel and accessories. It was founded in 2009, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Rent The Runway has a track record of offering H1B sponsorships, with 5 in 2025, 6 in 2024, 5 in 2023, 4 in 2022, 16 in 2021, 11 in 2020. Please note that this does not guarantee sponsorship for this specific role.