Retention Specialist

We are Forge Men, a performance-driven DTC Ecommerce brand.

Forge Men is scaling aggressively and focused on maximizing customer lifetime value. We're hiring a Retention Specialist to handle customer calls related to subscriptions, cancellations, refunds, and disputes — with a strong focus on saving revenue and delivering excellent service.

This is a hands-on, call-focused role.

Your Mission

• Handle inbound and outbound customer calls related to subscription cancellations

• Apply initiatives to reduce churn during cancellation calls

• Manage refund requests in line with company policy

• Process order cancellation requests

• Respond to customers regarding billing concerns

• Support chargeback cases by collecting and organizing required information

• Communicate clearly and professionally while protecting company revenue

• Escalate complex cases to leadership when needed