Customer Success & Retention Specialist

Medium; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading distributor of wellness products based in Mexico City is seeking a Customer Success & Retention Specialist to support and maintain relationships with ecommerce retail customers. This role involves proactive communication to resolve operational issues while ensuring customer satisfaction and retention. The ideal candidate will have over 5 years of experience in customer success or service, possess strong problem-solving skills, and be comfortable with technical systems. The position is not sales-driven and is essential in ensuring ongoing customer engagement.

Formación

• 5+ years of experience in customer success, customer service, account management, or ecommerce support.
• Strong phone presence and confidence making frequent outbound calls.
• Comfortable learning technical systems and explaining them clearly to non‑technical users.

Responsabilidades

• Maintain regular outbound communication with assigned retailers.
• Notify customers of backorders, shipping delays, substitutions, and order updates.
• Handle returns, order discrepancies, and general account inquiries.

Conocimientos

Customer success

Problem-solving

Communication

Organization

Descripción del empleo

Leading distributor of sexual wellness products, dedicated to providing outstanding service and innovative, high-quality adult novelties to our B2B customers. We pride ourselves on building long‑term partnerships through exceptional service, curated product offerings, and consistent communication that helps our customers grow. The Customer Success & Retention Specialist is responsible for supporting and retaining ecommerce retail customers by maintaining frequent, proactive communication and resolving day‑to‑day operational and technical issues.

This role is not sales‑driven, but success is measured by customer retention, satisfaction, and continued purchasing activity. This position serves as a primary point of contact for ecommerce retailers, helping them navigate order issues, shipping concerns, backorders, returns, and website or system integrations. While this role does not require programming skills, it does require technical curiosity, strong problem‑solving skills, and the ability to quickly learn and explain processes clearly to customers.

The ideal candidate is comfortable making a high volume of phone calls and emails, follows direction well, and thrives in a fast‑paced, customer‑focused environment.

Work Schedule

Monday–Friday, 8:00am–4:30pm PST

Key Responsibilities

• Maintain regular outbound communication with assigned retailers
• Notify customers of backorders, shipping delays, substitutions, and order updates
• Handle returns, order discrepancies, and general account inquiries
• Build trust‑based relationships
• Ensure customers remain active and engaged with consistent follow‑up, weekly contact with all customers
• Serve as a go‑to resource for customers regarding website setup, product feeds, and system integrations
• Provide guidance on API connections, order imports, and data flow (no coding required)
• Identify issues with integrations or ordering processes and coordinate resolutions internally
• Assist customers in ensuring product listings and ordering methods are set up correctly
• Identify customer challenges that may impact purchasing and proactively offer solutions
• Recommend products or operational improvements that support continued purchasing
• Support account growth through service, not traditional selling.
• Work closely with sales, operations, and warehouse teams to resolve customer issues
• Maintain accurate CRM records and account notes
• Monitor customer activity to identify disengagement or churn risks

Qualifications

• 5+ years of experience in customer success, customer service, account management, or ecommerce support
• Experience working with ecommerce retailers or online selling platforms
• Strong phone presence and confidence making frequent outbound calls
• Comfortable learning technical systems and explaining them clearly to non‑technical users
• Highly organized with the ability to follow processes and manage multiple accounts

Preferred Qualifications

• Experience in wholesale distribution, consumer goods, or B2B ecommerce
• Familiarity with API integrations, order management systems, or ecommerce platforms
• Experience supporting online retailers or marketplace sellers
• Fast learner with strong problem‑solving instincts
• Customer‑focused mindset with a retention‑first approach

$9 - $9 an hour

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world‑class freelance professionals and delivering top‑tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward‑thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work‑life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit jobs.1840andco.com.