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 responsibilities include handling inbound and outbound calls, chats, and emails related to order inquiries, refunds, cancellations, escalations, and troubleshooting. The representative will actively engage with at-risk customers to understand their concerns and offer personalized solutions to retain them. They will also educate customers about the iRESTORE product line, usage best practices, and realistic expectations for hair regrowth. Collaboration with the Customer Success Lead, Supervisor, and QA team is essential to flag patterns, improve workflows, and reduce churn. Tools such as Gorgias, Aircall, Shopify, Crisp, and Postscript will be used to manage customer interactions and cases efficiently. The role requires following established retention and refund workflows to ensure consistency and adherence to company policies, maintaining detailed and accurate records of interactions in our CRM systems, and meeting/exceeding retention KPIs and quality assurance benchmarks.