Customer Support Retention

Wondering why work with us? Here’s why:

1. We are a fully remote start-up, growing quickly from under 5 people to close to 180 in just six years

1. Our culture is unique: we have a global, remote team of young people taking on more responsibility than most companies would give. We have a bias for action, and a meritocracy where the best ideas win

1. We help customers with the most important purchase of their life so far, their engagement ring. Marrying humans and technology to help our customers make the right decision is thrilling and rewarding

1. If you are the right fit for our rocketship - we would make you an offer, you can’t refuse :)

Role Overview

The Customer Retention Specialist is responsible for intercepting at-risk orders and converting cancellations into completed or newer purchases. This role focuses on real-time objection handling, alternative solutions, and value-based persuasion while maintaining Rare Carat’s high trust and customer-first standards.

You will engage customers who are attempting to cancel, hesitate post-purchase, or raise concerns around price, timing, quality, or logistics, with the goal of preserving revenue and delivering a strong customer experience.

Key Responsibilities

Cancellation Intercepts & Save-the-Sale

• Engage customers requesting cancellations via emails.
• Understand the true reason behind cancellation requests and address objections effectively
• Present alternative solutions such as different diamonds, settings, timelines, or value-based adjustments
• Convert cancellations into completed orders or modified purchases
  
  
  

Objection Handling & Negotiation

• Handle objections related to pricing, discounts, delivery timelines, certification, or quality
• Confidently explain value, certification standards, pricing rationale, and trade-offs
• Offer approved incentives or alternatives in line with internal guidelines
• Balance revenue protection with customer trust and brand integrity
  
  

Cross-Functional Coordination

• Work closely with Sales, Ops, Manufacturing, and Logistics to validate feasibility before making commitments
• Coordinate expedited solutions when timing or production is a concern
• Ensure promises made to customers are realistic and deliverable
  
  

Revenue Recovery & Conversion

• Track saved revenue, recovered orders, and conversion rates from cancellation flows
• Identify repeat cancellation drivers and surface insights to leadership
• Support upsell or swap opportunities when appropriate
  
  

Documentation & Process Discipline

• Maintain detailed notes in CRM systems for every save attempt
• Follow escalation and approval workflows for discounts or exceptions
• Contribute to playbooks and best practices for save-the-sale scenarios
  
  

What We’re Looking For

Must Have

• 1 to 3 years experience in sales,  retention, or customer service roles
• Proven ability to handle objections and close under pressure
• Strong verbal and written communication skills
• Comfort speaking with customers making high-value purchases
• High ownership mentality and accountability for revenue outcomes