Customer Retention Specialist

About the role

Rare Carat is looking for a Customer Retention Specialist to help protect revenue and keep customers happy during the critical post‑purchase phase. You will work remotely with a fast‑growing, merit‑based team, turning cancellation requests into successful sales or upsell opportunities.

Key responsibilities

• Intercept cancellation requests via email, understand underlying reasons, and present alternative solutions such as different diamonds, settings, timelines, or value‑based adjustments.
• Handle objections related to price, discounts, delivery, certification, and quality, explaining value and offering approved incentives.
• Coordinate with Sales, Operations, Manufacturing, and Logistics to verify feasibility before committing to customers.
• Track saved revenue, identify repeat cancellation drivers, and provide insights to leadership.
• Maintain detailed notes in the CRM for every save attempt and follow escalation workflows for discounts or exceptions.

Required profile

• 1‑3 years of experience in sales, retention, or customer service.
• Proven ability to handle objections and close deals under pressure.
• Strong verbal communication skills and a customer‑focused mindset.

Required skills

• CRM systems

What we offer

• Fully remote work with a global, young team.
• Opportunity to grow quickly in a high‑impact startup.
• Merit‑based culture where the best ideas win.