Customer Success & Retention Representative

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.