Join Nooro and Turn Cancellations into Customer Loyalty!

NOTE: This role is currently for pooling purposes. Once the position officially opens and your skills match the requirements, we will reach out to you for the next steps in the application process.

At Nooro, we believe every customer interaction is a chance to build trust, create

memorable experiences, and nurture long-term relationships. As a leader in the

eCommerce health and wellness space, we’re looking for a Retention Specialist who can transform returns and cancellations into renewed loyalty—keeping customers engaged, satisfied, and connected to the benefits our products bring to their well-being.

What You’ll Be Doing:

• Engage with customers requesting returns, refunds, or cancellations with the goal of retaining their business.
• Educate customers on product benefits in relation to their health needs to encourage continued use.
• Process returns and refunds professionally, ensuring customer satisfaction while protecting retention metrics.
• Partner with Support and Sales teams to enhance customer experience and reduce returns.
• Monitor retention trends and provide insights to improve processes and policies.
• Meet or exceed retention, satisfaction, and loyalty targets.

The ideal candidate is a skilled communicator with the empathy to understand customer concerns and the confidence to turn a “no” into a “yes.” They excel at de-escalation, know how to educate customers on the real value of a product, and have a proven track record of reducing churn in a fast-paced, performance-driven environment.

What You Bring:

• 2+ years of customer retention experience, ideally in eCommerce or customer service.
• Demonstrated success in managing returns, refunds, and customer retention.
• Familiarity with CRM tools and platforms like Shopify, Gorgias, and Vonage.
• Strong problem-solving skills with a customer-first approach.
• Ability to remain calm and persuasive in high-pressure situations.
• Excellent written and verbal communication skills in English.