Resolution & Retention Agent

Position Overview

As a Resolution & Retention Agent, you will help customers who are considering canceling an order or subscription or returning a product. Your primary goal is to understand why the customer wants to cancel or return and apply our Save-a-Sale strategy to identify an appropriate solution that may allow us to retain the customer, subscription, or order.

This is a combination of customer service, problem-solving, and sales/retention. Rather than simply processing a cancellation or return request, you will listen carefully to the customer's concern, identify the underlying reason for the request, and match that reason with the most appropriate save option.

You will work with customers through a combination of inbound and outbound contacts. Some customers will reach the Resolution Team directly through our inbound channels, while others will be assigned to you for follow-up after initially interacting with our AI Customer Happiness Agent.

This is a commissioned position. In addition to hourly pay,



Resolution & Retention Agents are eligible to earn incentives for successfully saved orders and subscriptions.

Key Responsibilities
- Handle customer requests involving subscription cancellations, order cancellations, and product returns.
- Identify the customer's primary reason for wanting to cancel or return before determining the appropriate resolution.
- Apply the company's established Save-a-Sale strategy based on the customer's specific concern and circumstances.
- Present relevant save options that may include adjusting shipment timing or frequency, modifying product quantity, offering an approved discount, providing product education or troubleshooting, or other approved retention solutions.
- Clearly explain the value and benefits of available options without pressuring the customer or creating unnecessary friction.
- When a save is not appropriate or the customer declines the available options, complete the cancellat

📌 Resolution and Retention Specialist (Ciudad de México)
🏢 The Hero
📍 Ciudad de México