Join a Bold Disruptor in Consumer Health & Digital Innovation
Prenetics is a NASDAQ-listed health sciences company leading the charge in consumer health and digital innovation.
- We launched IM8 in 2024 with David Beckham—now one of the fastest-growing supplement brands in the world.
- We are pioneering corporate Bitcoin adoption, redefining modern treasury strategy.
We’re seeking a Retention Support Specialist who doesn’t just solve problems—they save relationships. In this critical role, you’ll be the frontline guardian of customer loyalty, turning cancellations into conversions and frustrations into trust for our groundbreaking IM8 brand.
Your Mission: Be the Hero in the Customer’s Journey
You won’t just answer tickets—you’ll own the moment. When a customer considers leaving, you’ll be the reason they stay. Your empathy, quick thinking, and retention expertise will directly impact our growth and brand reputation.
Key Responsibilities
1. Own the Retention Frontline
- Manage high-stakes customer interactions across email, chat, and support channels—handling cancellations, refunds, subscription changes, delivery issues, and product inquiries with professionalism and empathy.
- Apply a “saving the customer” mindset in every interaction, using tailored solutions to resolve concerns and preserve long-term loyalty.
- Work independently on assigned shifts while following retention playbooks, policies, and escalation protocols.
2. Drive Insights & Continuous Improvement
- Proactively identify trends in customer complaints, feedback, and retention barriers—sharing actionable insights with the team to improve processes and product experience.
- Ensure accurate documentation of all interactions and outcomes in CRM systems to maintain data integrity and support analytics.
- Escalate complex or sensitive cases appropriately while maintaining ownership of the customer’s experience.
3. Be a Brand Ambassador
- Continuously build deep product knowledge to provide accurate, confident support.
- Uphold Prenetics’ customer experience standards—every interaction should reflect the premium quality of the IM8 brand.
- Adapt to a rotating schedule that includes weekends and nights to support our global customer base.
Who You Are
Essential Requirements
- 2+ years of experience in retention support, customer support, or CX within an e-commerce or DTC (Direct-to-Consumer) company.
- Exceptional written communication—able to navigate difficult conversations with calm, clarity, and professionalism.
- Proven ownership mentality—you manage cases end-to-end and take personal accountability for customer outcomes.
- Comfortable working rotating shifts, including nights and weekends, as part of a global support team.
- Customer-obsessed problem-solver with a natural instinct to de-escalate and retain.
- Detail-oriented and process-driven, with the judgment to know when to follow protocol and when to think outside the box.
- Tech-savvy—experienced with CRM systems, support platforms, and internal tools.
- Fluent in English; additional languages are a plus.
Nice-to-Have
- Experience supporting subscription-based products or services.
- Exposure to retention metrics (churn rate, save rate, repeat purchase behavior).
- A genuine interest in health, wellness, and consumer brands.
Why Join Prenetics & IM8?
1. Impact at Scale
- Be part of the world’s fastest-growing supplement brand from its explosive early stage.
- Your work directly influences customer loyalty and lifetime value for a product co-created with David Beckham.
2. Grow with a Bold Innovator
- Learn from a company leading in consumer health, e-commerce, and digital asset strategy.
- Career pathways into CX leadership, retention strategy, or brand management within a publicly traded disruptor.
3. Dynamic & Forward-Thinking Culture
- Join a team that values ownership, initiative, and customer obsession.
- Work for a company bold enough to pioneer Bitcoin adoption while revolutionizing everyday health.
Ready to Save the Customer—and Shape the Future of Wellness?
If you’re a retention pro who thrives in high-stakes customer interactions and wants to grow with a category-defining brand, we want to hear from you.
- Apply now and help us turn every customer challenge into a loyalty victory.
