Customer Support Retention Specialist

Responsibilities

• Conduct retention calls with subscribers expressing intent to cancel, using empathy and judgment to help them find a path forward.
• Present tailored offers, such as discounts or subscription pauses, within an approved framework.
• Handle difficult conversations with patience, ensuring every interaction reflects the company's care for the individual.
• Track call outcomes and surface insights regarding subscriber objections to help improve the product and experience.
• Manage live chat and email support via Intercom and assist with the quality assurance of automations and AI agent responses.

Requirements

• 3+ years of experience in customer support, retention, customer success, or a related role.
• Proven experience handling phone calls within a subscription or consumer app environment.
• Native or near-native proficiency in spoken English.
• Strong empathetic communication skills with the ability to remain calm and warm under pressure.
• High level of integrity and the ability to make independent decisions without relying solely on a script.

Preferred Qualifications

• Experience specifically managing inbound cancellation calls or "save" programs.
• Proficiency with tools such as Intercom, Slack, or ClickUp.
• Multilingual skills in Spanish, French, Italian, Portuguese, Polish, or German.

About the Company

Hallow is the No. 1 prayer app in the world, helping millions of people grow deeper in their relationship with God. We combine the beauty of spirituality with world-class product execution to provide peace and connection to users across 150+ countries.