Customer Experience & Retention Specialist

Position: Customer Experience & Retention Specialist

Join our DTC health brand as the champion of our customer journey. Your mission is to ensure every interaction—from post-purchase support to community engagement—builds lasting loyalty and turns customers into brand advocates for our fitness equipment and apparel.

Primary Responsibilities

• Serve as the primary point of contact for post-purchase customer inquiries via email and chat, providing expert guidance on product use, sizing, and care.
• Proactively manage customer relationships through follow-up communications, feedback surveys, and loyalty check-ins.
• Develop and execute strategies to improve customer retention rates, including managing a referral program and reactivation campaigns for lapsed customers.
• Analyze customer feedback, reviews, and support tickets to identify trends and report insights to the product and marketing teams.
• Create and maintain help content, FAQs, and guides to empower customers and reduce common support requests.
• Handle customer issues with empathy and efficiency, aiming for resolution that strengthens trust in our brand.

Required Skills & Experience

• Proven experience in customer support, success, or retention, preferably in e-commerce or DTC brands.
• Excellent written communication skills with an ability to convey warmth and professionalism.
• Data-driven mindset with experience using basic metrics (e.g., CSAT, NPS, retention rate) to guide decisions.
• Familiarity with help desk software (e.g., Zendesk, Gorgias) and CRM systems.
• Independent problem-solver who is organized and can manage a varied workflow.
• A genuine interest in health, fitness, and our products.

Impact You Will Have

You are not just solving tickets; you are the human connection that transforms a one-time buyer into a lifelong customer. Your work directly fuels our brand's reputation and sustainable growth.