Customer Support Specialist

Provided high-volume customer support via email, managing subscriptions, cancellations, refunds, order issues, and product inquiries. Applied strong customer retention strategies by identifying customer needs, addressing concerns with empathy, and offering tailored solutions such as flexible delivery schedules, product adjustments, and cost-saving options to encourage continued engagement. De-escalated frustrated customers while maintaining a calm, brand-aligned tone and building trust through clear, transparent communication. Investigated account activity to resolve billing issues, duplicate subscriptions, and system limitations, and collaborated across internal tools to process cancellations and refunds efficiently. Consistently balanced customer satisfaction with retention goals, contributing to reduced churn and positive customer experiences.