Customer Retention Team Lead

About UsHyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The RoleThe Customer Retention Team Lead oversees the day-to-day operations of the inbound retention call team. This is the last line of defense between a customer deciding to cancel and a customer deciding to stay. You will lead agents who handle cancellation requests, subscription disputes, and at-risk customers, with the goal of saving relationships and reducing churn through empathy, problem-solving, and authorized retention offers. Rejuvacare's RejuvaCare+ membership program and product subscriptions drive a significant portion of recurring revenue. Every saved customer has a direct, measurable impact on lifetime value and business performance. You will build and refine the retention playbooks, scripts, and objection-handling guides your team uses. You will monitor performance in real time, coach agents on save techniques and de-escalation, and personally handle the most complex or high-value retention cases. This role requires deep product knowledge, genuine empathy for customers in frustrating situations, and a relentless focus on save rates without resorting to pressure or manipulation.

What You Will Own Team Performance and Save Rates Leading and supervising the retention phone team during assigned shift hours. Monitoring live calls and reviewing recordings to coach agents on save techniques, empathy, and objection handling. Tracking retention KPIs in real time and intervening when team performance dips. Developing, updating, and refining retention playbooks, scripts, and objection-handling guides based on performance data and cancellation pattern analysis.

Escalation and Complex Case Management Escalating high-value or complex retention cases and resolving them personally when the situation requires experience and judgment. Ensuring all retention offers made during calls (discounts, pauses, exchanges) are authorized and documented. Collaborating with the QA team to ensure script and policy compliance across all retention interactions.

Churn Intelligence and Reporting Reporting daily save rate, cancellation volume, and churn trends to management. Identifying patterns in cancellation reasons and surfacing insights that inform product, policy, or process improvements upstream. Training new retention agents and fast-tracking their proficiency on product knowledge, objection handling, and save techniques.