Mars Men

Customer Retention Specialist

• Manage and respond to inbound tickets in Gorgias across email and social channels
• Handle cancellation requests (primary driver ~60% of volume) with a retention-first approach
• Respond to subscription questions (~20% of volume) by educating and setting expectations
• Engage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentiment
• Respond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trust
• Use and customize macros for efficiency while ensuring every response is humanized and contextual
• Apply accurate ticket tagging and categorization to support VOC reporting
• Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)

Social CX & Retention Specialist