Overview:

Our client is looking for a Customer Success & Retention Specialist (US E-commerce) to join their team. In this role, you will focus on building strong customer relationships, ensuring satisfaction, and driving repeat business through proactive outbound outreach and exceptional support.

Schedule:  Mon to Fri, 6:00 AM - 10:00 AM PST (20 hours a week,  with the potential to transition into a full-time position)

Responsibilities:

• Make outbound welcome and follow-up calls to first-time customers after their purchase
• Ensure customers are satisfied with their products and overall buying experience
• Build strong customer relationships to encourage repeat purchases and long-term loyalty
• Introduce relevant products, promotions, and special offers when appropriate to drive repeat sales
• Re-engage past customers through outbound outreach campaigns and follow-up calls
• Respond to customer questions, resolve concerns, and provide product guidance.
• Gather customer feedback and identify opportunities to improve the customer experience.
• Maintain accurate CRM records of customer interactions, follow-ups, and sales opportunities
• Deliver exceptional customer support while identifying opportunities to generate additional sales
• Help build and refine the company's customer success and customer outreach program as it grows
• Conduct proactive outbound customer outreach to strengthen relationships and drive repeat business
• Deliver exceptional customer support while identifying opportunities to generate additional sales

Requirements:

• Previous experience in customer service, customer support, customer success, outbound sales, or customer outreach
• Background in customer success, account management, or customer retention are highly preferred (Sales experience is a plus)
• Strong customer service, relationship-building, and communication skills
• Excellent verbal English communication skills with a warm, professional, and engaging phone manner
• Comfortable recommending products and identifying upselling or cross-selling opportunities
• Experience using CRM systems and phone platforms (Google Voice experience is a plus)
• Highly organized, proactive, and able to work independently in a remote environment
• Reliable internet connection and a quiet home office setup

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.