Outbound Customer Success Agent

Outbound Customer Success Agent

[Full-Time] [Remote] [Competitive Salary] [US Market]

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About Goda

We are Goda, a fast-growing DTC brand in the fragrance and skincare space, selling across the US and globally. Our hero products have built a loyal customer base, and we're scaling fast.

We run paid social at high volume, bringing in new customers every day. Our Customer Success team plays a critical role in turning first-time buyers into long-term customers by proactively reaching out, building trust, addressing concerns, and creating positive customer experiences that drive retention.

This is not a traditional customer support role. We don't wait for customers to contact us — we proactively reach out to ensure they succeed with our products and remain engaged with our brand.

The Role

You'll be responsible for making outbound calls to customers across the US market. Your primary goal is to strengthen customer relationships, improve retention, reduce subscription churn, gather feedback, and ensure customers are getting the most value from their experience with Goda.

You'll work closely with our Customer Success and Operations teams, follow established workflows, and maintain detailed records of customer interactions within our systems.

You'll report directly to the Customer Success Manager and be measured against activity, quality, and retention-focused KPIs. We expect you to take ownership, identify customer trends, and surface opportunities that help improve both the customer experience and business performance.

What You'll Be Doing
Outbound Customer Engagement
• Making outbound calls to customers throughout the day to provide support, answer questions, and strengthen customer relationships
• Conducting proactive follow-ups with new customers to ensure a positive experience with their purchase
• Reaching out to subscription customers regarding upcoming renewals, account concerns, and retention opportunities
• Handling customer objections professionally and helping customers find solutions that fit their needs
• Gathering customer feedback and identifying recurring themes, concerns, or opportunities
• Maintaining accurate records of customer interactions, outcomes, and follow-up actions
• Building rapport with customers while representing the brand in a professional and customer-centric manner

Retention & Customer Success
• Identifying customers at risk of cancellation and proactively addressing concerns
• Supporting customer retention initiatives through personalized conversations and relationship-building
• Helping customers understand product benefits, subscription options, and available solutions
• Escalating complex customer concerns through the appropriate internal channels when necessary
• Working closely with leadership to surface customer insights that may improve retention and customer experience

Quality & Accountability
• Meeting daily outbound call targets and productivity expectations
• Maintaining high-quality conversations and customer satisfaction standards
• Following established processes while applying sound judgment when handling unique situations
• Contributing ideas that improve customer experience, call workflows, and team processes
• Taking ownership of customer outcomes rather than simply completing activities

What We're Looking For
Must-Haves
• Prior outbound calling experience in a call center, sales, customer success, retention, or similar phone-based environment
• Comfortable handling high call volumes (40–50 outbound calls per day)
• Excellent spoken English with a neutral or American-accented communication style
• Strong verbal communication skills and the ability to build rapport quickly over the phone
• Resilient, confident, and comfortable handling objections, rejection, and difficult conversations
• Highly organized with strong attention to detail when documenting customer interactions
• Proactive mindset — you identify opportunities and problems before they become larger issues

Nice to Have
• Experience working with subscription-based DTC or e-commerce brands
• Experience with retention, customer success, or subscription management
• Familiarity with CRM, dialer, or customer communication platforms
• Experience supporting US-based customers

Instant No's
• Discomfort with high-volume outbound calling
• Poor verbal communication or difficulty building rapport over the phone
• Lack of ownership when customer issues arise
• Failure to document customer interactions accurately
• Inability to handle rejection or maintain professionalism during challenging conversations
• Waiting to be told what to do instead of proactively taking action

How We Measure Your Performance
• Daily outbound call activity and productivity metrics
• Customer retention and subscription save performance
• Quality assurance scores and call reviews
• Customer satisfaction and feedback
• Accuracy of customer records and follow-up completion
• Consistency in meeting team KPIs and operational standards

Compensation & Benefits
• Competitive salary based on experience
• Fully remote position
• Opportunity to work with a fast-growing DTC brand serving customers across the US
• Clear career growth opportunities within Customer Success and Retention
• Structured training, SOPs, and support systems

???? Our customers are at the center of everything we do. If you're confident on the phone, thrive in a fast-paced environment, and enjoy helping customers succeed while building long-term relationships, we'd love to hear from you.

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