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Hire a Retention & Subscription Specialist.

Cancellations saved, failed payments recovered.

Also called: Customer Retention Specialist, Cancellation Save Agent, Win-Back Specialist

From US$4.50 an hourUS$4.50-22.50/hr

  • E-commerce
  • SaaS & tech
  • Coaches & info products
Book a demoTalk now on Teams

A free 15-minute call on Teams.

  • Works your hours
  • Colombia hub, on New York time or an hour behind
  • Month to month
What your Retention & Subscription Specialist gets doneSample day
  • Handles cancellation requests by email, chat and phoneCancellation and save desk
  • Edits subscriptions in Recharge, Skio, Loop SubscriptionsSubscription management
  • Works the dunning queue daily, contacting customers with failed paymentsFailed-payment recovery
  • Runs win-back outreach to lapsed subscribersWin-backDoing
In your tools
  • Stripe Billing
  • Shopify
  • Zendesk
  • Aircall
  • Zendesk AI
  • Intercom Fin

Pick the level. See the price.

US$9an hourFull time, 38 hours a week, all-in

Level 2 of 4, also called mid-level.Recommended
A local mid-level adminUS$22.86/hr
A tested Intermediate Retention & Subscription SpecialistUS$9/hr
60-75% lessBasis: a Seat's hourly price against the hourly wage of a comparable local hire at the same level. Benefits and payroll taxes would add to the local cost.Local pay at the same level, before benefits and payroll taxes and leave.

Runs full save conversations across chat, email and phone and picks the right offer from the matrix.

  • Save-desk queue ownership
  • Weekly save-rate and recovered-revenue summary
  • Win-back call and SMS campaigns

1-3 years on a retention or save desk, or in inside sales or subscription support.

How the Intermediate level works

Per hour, all-in: recruiting, testing and management.

What you hand to your Retention & Subscription Specialist

Tasks

  • Cancellation and save desk

    • Handles cancellation requests by email, chat and phone
    • Matches the offer to the reason using your save matrix
    • Processes the cancellation promptly

  • Subscription management

    • Edits subscriptions in Recharge, Skio, Loop Subscriptions
    • Manages memberships and billing holds

  • Failed-payment recovery

    • Works the dunning queue daily, contacting customers with failed payments
    • Sends secure payment-update links
    • Spots chargeback and fraud risk early

  • Win-back

    • Runs win-back outreach to lapsed subscribers
    • Drafts and tests win-back message variants

  • Insight and compliance

    • Tags every cancellation with a structured reason code and product
    • Produces a weekly churn-reason report
    • Follows consumer and marketing law on subscriptions and consent

Tested before you meet them

  1. Retention Writing TestAll levels25 min
  2. Subscription Platform TaskAll levels30 min
  3. Save-Desk Role-playAll levels25 min
  4. Compliance and Consent QuizAll levels15 min
  5. Churn Data AnalysisIntermediate and up45 min
  6. Trial ShiftIntermediate and up4 hrs

One score on every profileSample shown

92%

Three checks before your shortlist

  • Skills tested: A skills test for the role, marked by a senior
  • English and comms: written English tested, spoken English checked on a call
  • ID, work history and references: photo ID, past roles and two referees

From booked call to day one

  1. Step 1: Book a demo

    Tell us the role, your hours and your tools.

  2. Step 2: Meet your shortlist

    Their level and hourly price, tested before you meet.

  3. Step 3: Pick your person

    Month to month. We handle the contract, the equipment and the onboarding, and make sure it all runs.

  4. Step 4: They start work

    In your tools, within 12 to 48 hours of a successful interview.

Questions answered

An Intern Retention & Subscription Specialist is US$4.50 an hour, Intermediate US$9, Expert US$14 and Specialist US$22.50, full time (38 hours a week). That is all-in: recruiting, testing and management, month to month.

Cancellation and save desk, subscription management, failed-payment recovery and win-back, run to your priorities. You choose what they own first.

Six practical tests, marked by a senior, including retention Writing Test, subscription Platform Task and save-Desk Role-play. You see the score before you meet.

Tell us and we replace them free, with a new shortlist of tested people to meet. Seats are month to month with 30 days' notice.

More questions

Within 12 to 48 hours of a successful interview. First you meet your shortlist, interview the people you like and pick your person.

Yes. Your Retention & Subscription Specialist works your business hours in your time zone and joins your Teams or Slack like anyone else. The hub matched to United States clients is in Colombia, on New York time or an hour behind.

Yes, where it helps. Your Retention & Subscription Specialist works in the AI tools you already use. They use AI for first drafts and routine work, check every output, and follow your AI policy. You can ask for no AI on any task.

An Intermediate Retention & Subscription Specialist runs full save conversations across chat, email and phone and picks the right offer from the matrix. An Expert Retention & Subscription Specialist handles escalated and high-value cancellations and designs and A/B tests save offers and scripts. We usually recommend Intermediate.

It stays under your rules: your admin settings and AI policy apply. Our talent rules ban client data in personal or free AI accounts, and passwords, card numbers, health details and ID numbers never go into any AI tool.

You direct the work day to day. We handle recruiting, equipment and quality checks.

Yes. Every Retention & Subscription Specialist is tested live in the tools on your job description, such as Recharge and Skio, before you meet them.

In week one: agent access to the subscription platform, helpdesk and phone, plus Klaviyo; written save-offer matrix with authority limits; and cancellation reason-code taxonomy and access. You agree the first priorities with them on day one.

Yes. It's also called Customer Retention Specialist, Cancellation Save Agent and Win-Back Specialist. Same tasks, tests and prices, whatever the name.

Their written English, with a scored test, and their spoken English, on a call with us. We also check their ID, work history and references.

Yes. You meet your shortlist on a short call and pick the person you want. Nobody joins without your yes.

In our talent hubs in the Philippines, Vietnam, Kenya, Nigeria, Brazil and Colombia, and we hire from 60+ countries. Wherever they are, they work your hours.

Pay only for the hours they work. All your Seats are on one bill, and Studio plans are billed monthly.

It can, at most once a year. Your person's hourly rate may rise by up to 5% a year, from the first anniversary of the Seat's start, with 60 days' notice and the right to end the Seat before it applies.

Only when you and your person both agree to it in advance. Otherwise they work the hours you set, and you pay for the hours they log.

You aren't charged for hours your person doesn't work, apart from paid leave. After their third month, your person earns 8 hours of paid leave a month. Paid leave hours are charged at their usual rate.

Your person logs their hours each day in the Get Hands client app, where you can see them. Your next invoice is adjusted to those hours.

Yes, with no minimum hours. From 20 to 37 hours a week, the hourly rate is 10% higher than full-time. Under 20 hours, it's 20% higher.

Yes. Tell us the roles on a call and we shortlist tested people for each.

Yes. You give them access in your own systems, and you can change or remove it at any time.

They get their own login in each of your systems, never a shared one. Any password that has to be shared goes through your own password manager, never email, chat, code or prompts.

A tested shortlist within 72 hours of your call, or your first week is free. That's part of The Right Hands Guarantee.

Yes. Book a 15-minute demo any time, or choose Talk now on the booking form for a Microsoft Teams link straight away. You can also message us on WhatsApp on +61 485 061 086, or email hello@gethands.com.au.

Book a 15-minute demo on Microsoft Teams, any time, day or night. We show you the people, levels and prices that fit. No obligation.

Meet the people who fit your work.

A 15‑minute call on Teams. You leave knowing the level you need and its hourly price.

Book a demoTalk now on Teams

Talk now is live on Teams, any time.