Outbound Sales & Retention Specialist

About the role

You will be the first human voice our customers hear after a key interaction—whether it’s a new purchase, a failed payment, a cancellation, or an abandoned cart. Working remotely, you’ll call within 60 seconds of the trigger to turn the moment into a sale, a saved account, or a stronger relationship.

Key responsibilities

• Call new buyers within 60 seconds to welcome them, explain the Elite Club membership and upsell relevant offers.
• Convert non‑members who purchase into Club members.
• Contact customers with failed payments, diagnose the issue and recover the transaction.
• Reach out to churning subscribers, uncover reasons for leaving and present appropriate retention paths.
• Capture structured feedback on every call, including purchase motivations, objections, fulfillment issues and overall experience.
• Maintain a sub‑60‑second time‑to‑lead on 100% of triggered accounts with a defined retry cadence.

Required profile

• Proven outbound phone sales experience and comfort being the first voice a customer hears.
• Ability to adapt the conversation mid‑call based on the specific trigger (e.g., failed card vs. cancellation).
• Discipline to follow a structured script while sounding natural.
• Fast, reliable internet and a quiet calling environment.
• Willingness to become proficient with Shopify, Recharge and Klaviyo.
• Understanding of TCPA compliance and consent‑based call recording or willingness to be trained.

Required skills

• Shopify
• Recharge
• Klaviyo
• TCPA compliance
• Consent‑based call recording

What we offer

• Warm leads only—every call is triggered by a real customer action.
• Scenario‑based scripts continuously refined through A/B testing.
• Full reporting dashboard with recordings, outcomes, revenue impact and call logs.
• Clear escalation paths and retention offer guidelines.
• Direct feedback loop with Customer Success and Marketing teams.
• Base salary plus performance bonus tied to revenue recovered/generated and connection rate.