Retention Support Specialist

Prenetics (NASDAQ: PRE) is a leading health sciences company with a focus on consumer health. The company went public on NASDAQ in 2022 and continues to pioneer innovative solutions in consumer health.

IM8 is our newest venture, a next-generation health and wellness brand co-founded with global icon David Beckham. Launched in 2024, IM8 has become one of the fastest-growing supplement brands in the world within just six months.

We also recently announced a bold initiative to become one of the largest corporate holders of Bitcoin globally — positioning Prenetics at the forefront of digital asset adoption and modern treasury strategy.

The Role

We are looking for a Retention Support Specialist to join our growing Customer Experience team. This role is ideal for someone with hands-on retention or customer support experience in an e-commerce or DTC environment, who takes ownership of customer issues and approaches every interaction with a strong “saving the customer” mindset.

You will support customers through critical moments such as cancellations, delivery issues, subscription concerns, and product questions, with the goal of resolving problems effectively and building long-term trust.

Key Responsibilities

• Handle customer inquiries across email, chat, and other support channels in a timely, empathetic, and professional manner

• Manage retention-related cases including cancellations, refunds, subscription changes, delivery issues, and product questions

• Apply a “saving the customer” mindset by identifying opportunities to resolve concerns, retain customers, and improve overall satisfaction

• Work independently on assigned shifts while following established retention playbooks, policies, and escalation guidelines

• Escalate complex or sensitive cases to senior team members when appropriate

• Proactively identify recurring issues, customer feedback, and retention insights and share them with the team

• Ensure accurate documentation of all customer interactions and outcomes in internal systems

• Continuously build product knowledge and stay aligned with Prenetics’ customer experience standards

Requirements

• Minimum 2 years of experience in a retention support, customer support, or customer experience role within an e-commerce or DTC company

• Strong written communication skills with the ability to handle difficult conversations calmly and professionally

• Proven ability to work independently, manage cases end-to-end, and take ownership of customer outcomes

• Comfortable working weekend and night shifts as part of a rotating schedule

• Customer-obsessed mindset with a natural instinct to solve problems and retain customers where appropriate

• Detail-oriented, organized, and able to follow processes accurately while exercising good judgment

• Comfortable using CRM systems, support platforms, and internal tools

• Fluent in English; additional languages are a plus

Nice to Have

• Experience supporting subscription-based products

• Exposure to retention metrics such as churn, save rates, or repeat purchase behavior

• Interest in health, wellness, or consumer products