Remote Customer Retention & Support Specialist

Community Sports Partners; México; Remote; MXN 189,000 - 227,000; Full time

Job summary

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and encourage continued engagement from a remote location in Latin America. You will own inquiries through resolution and guide customers to appropriate next steps.

The role emphasizes English communication, empathy, and the ability to maintain CRM records, with evening/weekend coverage for Toronto/Eastern time. Base pay is US$1,000 per month plus retention bonuses.

Qualifications

• Experience in customer-service, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English and confidence handling conversations by phone.
• Empathy, sound judgment and the ability to explain options clearly under pressure.

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 approved campaigns to win back former customers.
• Maintain accurate CRM notes and follow-up commitments.

Skills

Customer service

Renewals/retention

English fluency

CRM/Support systems

Empathy

Job description

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and encourage continued engagement from a remote location in Latin America. You will own inquiries through resolution and guide customers to appropriate next steps.

The role emphasizes English communication, empathy, and the ability to maintain CRM records, with evening/weekend coverage for Toronto/Eastern time. Base pay is US$1,000 per month plus retention bonuses.