Customer Success: Retention Specialist

Location: Hybrid (3 days in person) - Los Angeles, CA

Hours: 9 AM - 5:30 PM (40 hours per week, may include weekends)

Salary Range: $18-$25 per hour depending on experience plus incentive program

Department: Customer Success

The Customer Success Specialist is at the forefront of ThreadBeast’s customer retention efforts, engaging directly with members to enhance their experience and retain their business. This role is ideal for a high-energy, results-driven individual who thrives in a fast-paced, high-volume call environment. By effectively handling customer concerns and leveraging persuasive sales tactics, you will play a vital role in maximizing customer satisfaction and retention.

• Manage 75 inbound and outbound calls daily and assist customers via SMS, email and more as needed, to retain memberships, gather customer feedback, and address concerns.
• Use proven sales techniques, including objection handling, upselling, and consultative selling, to drive retention.
• Identify customer pain points and highlight ThreadBeast’s value proposition to prevent cancellations.
• Resolve customer issues efficiently through phone calls and support tickets.
• Maintain up-to-date knowledge of ThreadBeast’s products, pricing, and industry trends to improve customer interactions.

• Act as a feedback loop, sharing key customer insights and retention trends in team meetings.
• Collaborate with leadership to refine retention strategies and product offerings based on customer feedback.
  

• 3 years of experience preferred in sales, customer retention, or customer support (subscription-based experience is a plus).
• Proven success in a high-volume call environment, demonstrating strong objection-handling skills.
• Proficiency in MS Office and Google Suite (especially Google Sheets).
• Excellent written and verbal communication skills with the ability to engage and persuade customers.
• A team player with a proactive, problem-solving mindset.
• Ability to adapt and thrive in a fast-paced, dynamic environment.
• Must be able to pass a criminal background check.
  

• Maintain a strong retention rate of 40% , converting potential cancellations into continued memberships.
• Manage 75 daily phone touches with a focus on high-impact retention efforts.
• Contribute to team performance by actively participating in training, strategy discussions, and process improvements.
• Support the continuous enhancement of customer experience through insightful feedback.