The Sales Cancellation Assistant is responsible for managing the end-to-end lifecycle of customer cancellations across both internal systems and client interactions. This role ensures every cancellation request is processed smoothly, with a consistent, retention-first strategy designed to reduce churn and preserve customer value. The manager leverages automation tools and guided workflows to detect cancellation intent, present personalized retention options (such as plan downgrades, pauses, or incentives), and ensure proper logging of decisions and outcomes in CRM and billing systems. By balancing customer empathy with policy adherence, this role maintains high standards in customer offboarding while supporting data-driven insights for continuous churn reduction.

Skills: Cancellation intent detection from forms, emails, chat transcripts, and CRM notes Retention strategy application (e.g., offering plan downgrades, pauses, discounts, or custom options) CRM and billing system updates to ensure accurate tracking of customer status and actions taken Customer communication skills with tone-matching and empathy to maintain positive brand perception Guided workflow automation for offboarding sequences and retention branching logic Policy and compliance adherence (e.g., contract terms, refund rules, cancellation timing) Data analysis to track cancellation trends and identify churn risk signals Collaboration with Sales, Customer Success, and Finance teams to align cancellation handling

Agents | Sales Agents