Customer Service & Retention Specialist

AGS Youth Soccer Club; São Paulo; Remote; BRL 55,000 - 66,000; Full time

Benefits offered by this job

Retention bonuses

Job summary

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and stay engaged. You will own inquiries through resolution, understand why customers may depart, and guide them to suitable next steps.

This full-time, remote role covers Latin America with US$1,000 base per month and retention bonuses. Toronto/Eastern evening/weekend coverage required; Latin America applicants welcome.

Qualifications

• Experience in customer-service, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English; confident handling conversations by phone.
• Empathy, sound judgment and ability to explain options clearly under pressure.
• Reliable remote-working setup and availability for the agreed schedule.
• Experience maintaining CRM or support-system records.

Responsibilities

• Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through.
• Investigate complaints, coordinate solutions with operations and keep the customer informed until the issue is resolved.
• Proactively follow up with customers at risk of leaving and explain options within company policies.
• Handle renewal and re-enrolment conversations and campaigns to win back former customers.
• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal.
• Escalate refund, credit or policy exceptions for approval and respect customer decisions.
• Report recurring service issues and opportunities to improve customer satisfaction and retention.

Skills

Customer service

Retention/renewals

English communication

CRM experience

Remote work setup

Tools

CRM software

Job description

Remote — Latin America | Full-time | US$1,000 per month plus retention bonuses

About The Role

Community Sports Partners is looking for a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service enquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

Responsibilities

• Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through
• Investigate complaints, coordinate solutions with operations and keep the customer informed until the issue is resolved
• Proactively follow up with customers at risk of leaving, understand the underlying concern and explain appropriate options within company policies
• Handle renewal and re-enrolment conversations and approved campaigns to win back former customers
• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal
• Escalate refund, credit or policy exceptions for approval and respect customer decisions
• Report recurring service issues and opportunities to improve customer satisfaction and retention

Working hours

This is a full-time role with Toronto/Eastern evening and weekend coverage. Exact shifts and weekly hours will be agreed before hiring. Applicants across Latin America are welcome.

How Success Is Assessed

Quality and timeliness of resolution, customer satisfaction, renewal and retention outcomes, and accurate follow-through. Targets and the retention bonus plan will be explained during hiring.

Requirements

What you bring

• Customer-service experience, ideally with renewals, retention or complaint resolution
• Excellent spoken and written English and confidence handling customer conversations by phone
• Empathy, sound judgment and the ability to explain options clearly under pressure
• Reliable organization, attention to detail and experience maintaining CRM or support-system records
• Evidence of your own actions and results, distinguishing personal achievements from team performance
• A reliable remote-working setup and availability for the agreed customer-service schedule

Pay and location

Remote within Latin America. Base pay: US$1,000 per month, plus performance-based retention bonuses. Bonus arrangements will be discussed before hiring.