About the job
At DoNotAge.org, we're looking for a proactive Support Team Outreach Specialist to deepen relationships with our existing customer base and ensure they get the most from our longevity ingredients. In this role, you will focus on re-engaging customers who haven't completed their purchase, encouraging subscription renewals, alongside driving interest and providing support in new product launches.
The Opportunity
You'll work closely with our Support Team Manager to:
* Reach out to customers who abandoned checkout to understand their concerns, answer questions, and help them confidently complete their order.
* Engage customers with expiring subscriptions, highlighting the benefits of staying consistent with their protocol and guiding them through renewal of their subscription.
* Proactively inform and educate existing customers about upcoming product launches, gathering feedback and identifying ideal early adopters.
* Guiding out customers through the sales process of newly launched products, including a referral scheme and gaging their initial feedback.
Skills and Experience
The ideal candidate is empathetic, organised and driven - someone who is comfortable and enjoys talking to people over the phone, and is passionate about health, longevity, and exceptional customer experience.
* Excellent written and verbal communication with a clear, friendly, professional tone, with the ability to explain products and options in simple terms.
* Customer-centric mindset who is empathetic, patient, and genuinely motivated to help customers get the best outcome for their health goals.
* Experience in customer support, retention, or outbound outreach (e.g. support, success, inside sales, or lifecycle/renewal roles.
* Strong objection-handling and problem-solving skills to uncover why a purchase was not completed, and address those concerns with the customer without being pushy.
* Comfort using CRM and support tools to log interactions, schedule follow ups, and work from lists/queues (e.g. HubSpot, helpdesk, ticketing/chat tools).
* Organised and detail-oriented to be able to manage multiple follow-ups, track where each customer is in their journey, and stay on top of targets.
* Basic understanding of (or strong interest in) supplements, health, and longevity with the willingness to learn product and science over time.
* Adaptability in being able to adjust scripts, messaging, and approach as we endure to test and refine our outreach for abandoned carts, renewals and new product launches.
Salary, Bonus and Working Arrangements
* Base Salary: £30,000 per annum
* Bonus: a competitive performance based bonus scheme of up to £30,000 OTE linked to clear outreach, engagement and delivered KPIs
* On-target earnings (OTE): up to £60,000 per year (base salary & bonus)
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