Retention Agent (Remote, South Africa)

About the role

We are seeking a compassionate Retention Agent to keep patients engaged throughout their VR therapy journey. Working remotely with overlap to US Eastern Time, you will build trusting relationships, provide ongoing support, and help ensure therapy compliance.

Key responsibilities

• Support patients after onboarding, taking ownership of their journey post‑first therapy session.
• Proactively engage patients via outbound calls and CRM outreach to encourage continued VR therapy usage.
• Monitor patient activity, identify inactive members, and re‑engage them.
• Document interactions, reasons for disengagement, and follow‑up actions in the CRM.
• Collaborate with internal teams to deliver a seamless patient experience.
• Meet retention and engagement KPIs while delivering exceptional service to a senior patient population.

Required profile

• 2+ years experience in retention, customer success, patient support, or similar customer‑facing role.
• Experience in healthcare, health‑tech, telehealth, or medical devices.
• Strong outbound calling and relationship‑building abilities.
• Excellent verbal and written English communication.
• Organizational, documentation, and computer proficiency.
• Comfortable learning new technologies and working remotely.

Required skills

• Familiarity with CRM platforms and automated dialing systems.