Customer Retention Team Lead

About Us

Hyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The Role

The Customer Retention Team Lead oversees the day-to-day operations of the inbound retention call team. This is the last line of defense between a customer deciding to cancel and a customer deciding to stay. You will lead agents who handle cancellation requests, subscription disputes, and at-risk customers, with the goal of saving relationships and reducing churn through empathy, problem-solving, and authorized retention offers.

Rejuvacare's RejuvaCare+ membership program and product subscriptions drive a significant portion of recurring revenue. Every saved customer has a direct, measurable impact on lifetime value and business performance. You will build and refine the retention playbooks, scripts, and objection-handling guides your team uses. You will monitor performance in real time, coach agents on save techniques and de-escalation, and personally handle the most complex or high-value retention cases.

This role requires deep product knowledge, genuine empathy for customers in frustrating situations, and a relentless focus on save rates without resorting to pressure or manipulation.

What You Will Own

Team Performance and Save Rates

Leading and supervising the retention phone team during assigned shift hours. Monitoring live calls and reviewing recordings to coach agents on save techniques, empathy, and objection handling. Tracking retention KPIs in real time and intervening when team performance dips. Developing, updating, and refining retention playbooks, scripts, and objection-handling guides based on performance data and cancellation pattern analysis.

Escalation and Complex Case Management

Escalating high-value or complex retention cases and resolving them personally when the situation requires experience and judgment. Ensuring all retention offers made during calls (discounts, pauses, exchanges) are authorized and documented. Collaborating with the QA team to ensure script and policy compliance across all retention interactions.

Churn Intelligence and Reporting

Reporting daily save rate, cancellation volume, and churn trends to management. Identifying patterns in cancellation reasons and surfacing insights that inform product, policy, or process improvements upstream. Training new retention agents and fast-tracking their proficiency on product knowledge, objection handling, and save techniques.

Requirements

What We Are Looking For

Experience and Background

2+ years in a customer support phone role, with at least 1 year leading or supervising a team. Proven experience in retention, cancellation prevention, or save-desk operations. Deep understanding of subscription business models, recurring revenue mechanics, and churn dynamics. Data-driven mindset with experience tracking and improving save rates. Experience with DTC brands or health and wellness products is a plus.

Communication and De-escalation

Strong verbal English: calm, confident, and persuasive under pressure. Exceptional active listening and de-escalation skills. You can take an angry customer who wants to cancel and turn them into an advocate, without manipulation or false promises. Empathy-first approach combined with performance accountability.

Mindset

You understand that retention is not about tricking people into staying. It is about understanding why they want to leave, solving the real problem when possible, and making the right offer at the right moment. When save efforts are genuinely exhausted, you process the cancellation with professionalism and respect. You hold your team to that same standard.

Benefits

A fully remote position based in Latin America with real ownership over a function that directly impacts recurring revenue. Competitive compensation, clear KPIs, and a structured role within a high-growth DTC brand. A culture that values genuine customer care alongside performance accountability. Room to grow into senior CX or retention leadership as the company scales.

• Flexible time off
• Work From Home
• Training & Development
• Performance Bonus