- Location
- Argentina · published · Colombia · Peru · Mexico · Dominican Republic
- Workplace
- Remote
- Department
- Operations
- Source
- Workable
Description
HarZa is a team that has scaled e-commerce brands from zero to 7 and 9 figures. We build and operate direct-to-consumer brands in health and wellness, including Oralux, our oral health brand, and we serve hundreds of thousands of customers through subscriptions and memberships. We are remote-first and async-first, with 150+ people across 15+ countries, and we hold a high standard of ownership in everything we do.
The Role
Retention is one conversation held on two channels. Whether a customer writes in or calls, they are telling you they want out, and your job is the same: read past the request, find the real reason behind it, and answer with the right solution at the right moment. That solution might be a subscription pause, a plan or product change, guidance on using the product correctly, or an approved save offer. When a cancellation is the right call, you process it cleanly and leave the customer with a good last impression.
We run two desks. The email desk is written work: clear, warm, persuasive replies that sound human and never templated, handled end to end within our SLAs. The phone desk is live work: hearing frustration in someone's voice, staying calm, and turning the conversation around in real time without reading from a script. The tasks are identical, the muscle is different.
You apply once. In the first conversation we will ask which desk you want and which one you are actually better at, and if you are strong on both we will tell you where we need you. Having no preference is a perfectly good answer.
What You Will Own
You will handle inbound cancellation, refund and subscription requests end to end, from first contact to resolution, within our SLAs. You will diagnose the real issue behind each request and choose the right retention path using approved save offers, pauses, exchanges and product education. You will handle objections with empathy and confidence, in writing or on a call, without sounding scripted and without applying pressure. When saving is not possible, you will process cancellations, refunds and subscription changes accurately in our CX and subscription platforms. You will document every interaction so anyone on the team can pick it up, and you will tag and report the reasons customers leave so we can fix the problem at the source. Your daily targets are save rate, response time and quality score.