Phone Support & Subscription Retention Expert (Consultant / Short-Term Project)

We are looking for a high-level expert in phone-based customer support and subscription retention to audit, optimize, and train our team.

This is NOT a full-time role.
This is a short-term, high-impact consulting project.

Objective

Turn our phone support into a high-converting retention channel.

We want an expert who knows exactly:

How to handle cancellation calls
How to increase subscription retention
How to train agents to perform at a high level

What You’ll Do

Audit our current phone support setup (scripts, flows, communication)
Rewrite and optimize call scripts (especially for subscription cancellations)
Build clear call flows & objection handling frameworks

Train our support agent(s) to:

Communicate with confidence and clarity
Handle objections professionally
Retain customers instead of losing them
Share best practices for:
Reducing cancellations
Improving customer experience
Increasing save rate

Who This Is For

We are ONLY looking for someone who:

Has proven experience with subscription retention via phone
Has trained or built customer support teams before
Understands customer psychology + objection handling deeply
Has worked with DTC / e-commerce brands (strong preference)
Knows how to turn support into a retention & revenue function

Not For

Beginner VAs
General customer support agents
People without real retention experience

Project Scope

Short-term project (consulting + training)
Clear deliverables:
Improved scripts
Call structure
Trained agent(s)
Potential for future consulting if results are strong

How to Apply

Send:

Your experience with subscription retention (phone support)
Examples of:
Scripts you created OR
Results you achieved (retention/save rate improvements)
How you would approach improving a cancellation-heavy support line

We’re looking for someone who can come in, identify the gaps fast, fix them, and level up our team immediately.