Customer Support & Retention Specialist (Shopify / Recharge)

Location: Work from Home Type of Employment: Full-time or Part-time (depending on client requirements) Work Shift: US Business Hours About Us At 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 Role Job Title: Customer Support & Retention Specialist About the Role We 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 Responsibilities Human-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 Profile High 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 Baseline Hands-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 Requirements Must have a stable internet connection and remote-ready workstation. Must be available during US Business Hours . Compensation and Benefits Competitive salary based on experience Permanent remote setup Growth and development opportunities Collaborative and supportive work environment