About UsAt OurAssistants, we connect property management, real estate, and growing businesses with highly skilled virtual professionals who bring efficiency, accuracy, and professionalism to every task. We’re committed to creating a supportive and growth-oriented remote work environment where every team member can thrive. Learn more at ourassistants.com.About the RoleWe are looking for an outgoing, empathetic, and naturally curious Customer Support & Retention Specialist to connect with our customers and protect our brand relationships.While technical platforms can be taught, a genuine passion for people cannot. We are looking for a "people person" who feels energized by turning a frustrated customer into a loyal fan. This role goes beyond closing tickets—you will use your creativity, emotional intelligence, and communication skills to win back customers who have had a negative experience or are attempting to cancel their subscriptions.Key ResponsibilitiesHuman-Centered Communication: Handle daily customer inquiries via email and live chat, replacing robotic templates with warm, natural, and conversational interactions.Customer Win-Backs: Proactively reach out to customers who leave negative reviews or bad feedback, using empathy and active listening to de-escalate tension and find a positive solution.Creative Retention: Manage subscription cancellation requests with a save-focused mindset, understanding the customer's true frustration and offering tailored alternatives to keep them on board.Problem-Solving & Curiosity: Notice patterns in customer complaints, dig deeper to find out why problems are happening, and proactively collaborate with the team to fix them.The Ideal Candidate ProfileHigh Emotional Intelligence (EQ): You easily put yourself in the customer’s shoes, validating their frustrations with genuine empathy rather than policy-speak.Naturally Curious: You love a good puzzle. You don't just skim the surface of a complaint; you ask the right questions to get to the root of the problem.Outgoing & Resilient: You bring a warm, positive energy to the inbox every day. Dealing with unhappy customers doesn't drain you—it motivates you to find a creative solution.Adaptable Communicator: You know how to perfectly balance professional brand standards with your own authentic personality over text.Technical BaselineHands-on experience navigating the Shopify backend is required.Proven experience managing customer communication specifically through chat and email.Experience with e-commerce helpdesks or subscription tools (like Gorgias, Recharge, or ShipBob) is a great bonus, but your soft skills and mindset are what matter most.Additional RequirementsMust have a stable internet connection and remote-ready workstation.Must be available during US Business Hours.Compensation and BenefitsCompetitive salary based on experiencePermanent remote setupGrowth and development opportunitiesCollaborative and supportive work environment

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Customer Support & Retention Specialist (Shopify / Recharge)

Emma

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About OurAssistants:

ourassistants.com/

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