Customer Success: Retention Specialist

Location: Hybrid (2-3 days in person) in Vernon, CA, for candidates within 50 miles. Remote for strong candidates outside of the 50 mile radius. Local candidates are preferred. Hours: 9 AM - 5:30 PM PT (40 hours per week). Some weekend shifts may be required on a rotating schedule. Salary Range: $18-$25 per hour depending on experience plus incentive program Department: Customer Success Position Overview The General Retention Specialist works across every part of ThreadBeast's customer team, from styling to retention, and moves between them as the day's needs change. One hour may be a live video styling session with a customer building their box, and the next may be a call with a customer who is thinking about canceling. This role suits someone who is as comfortable putting together an outfit as keeping a membership, and who can switch between the two without losing pace. Key Responsibilities Styling: help customers build and finish their box over live video, and review boxes before they ship so every customer gets pieces that fit their size and style. Box follow-up: reach customers by phone and text who started building a box but did not finish, and help them complete it. Retention: talk with customers who want to cancel, whose membership is ending, or who seem likely to leave. Understand why, and offer the option that keeps them. Customer support: answer inbound calls, return missed calls, and resolve order issues, including arranging replacement boxes. Flexibility: move between these areas as the Team Lead assigns, often several times a day. Notes and feedback: keep clear notes on every customer contact, and share customer feedback and trends in team meetings. Requirements & Qualifications 2+ years of experience in sales, customer retention, customer support or styling (subscription experience is a plus). A strong eye for menswear, and the ability to build a box around a customer's size, style and budget. Proven success in a high-volume call environment, including objection handling. Comfortable on live video calls with customers. Able to switch between styling and retention conversations several times a day without a drop in quality. Proficiency in Google Suite, especially Google Sheets. Experience with call center or CRM tools is a plus. Excellent written and verbal communication skills. Remote candidates: a quiet workspace, reliable high-speed internet, and availability during Pacific business hours. Must be able to pass a criminal background check. Performance Expectations Maintain a 30%+ save rate on retention calls. Complete 75+ daily phone touches. Help customers confirm boxes they are happy with. Meet the team's daily targets in whichever area you are assigned. Contribute to team performance by joining training and process improvement work. #J-18808-Ljbffr ThreadBeast, LLC.