Customer Success & Retention Agent - Latin America

UENI Limited; United States; Remote; USD 35,000 - 60,000; Full time

Benefits offered by this job

Promotions

Performance bonuses

Job summary

UENI Limited is seeking a Customer Service Agent to support customers across three areas: Support, Proactive Customer Success, and Retention. You will communicate via chat, email, and phone, helping customers get value from the service and resolve day-to-day issues.

Based in Latin America, you will join a team focused on turning users into loyal customers, with clear processes, empathetic handling of concerns, and opportunities to grow within the company.

Qualifications

• Prior experience in customer service, customer success, or a similar customer-facing role.
• Strong written and spoken English.
• Ability to stay calm, professional, and solution-focused in difficult conversations.
• Comfortable assisting customers through chat, email, and phone.
• Experience with subscription-based products or services is a plus.

Responsibilities

• Respond to customer inquiries through chat, email, and phone.
• Assist customers with websites, subscriptions, billing, domains, emails, and account access.
• Explain processes clearly and resolve issues with minimal back and forth.
• Take ownership of follow-ups and escalate complex cases when required.
• Keep accurate notes, tags, and conversation records.
• Reach out to customers for onboarding, payments, reactivation, or account setup.
• Support engagement campaigns and retention initiatives.
• Handle cancellations, pricing concerns, and downgrade enquiries with empathy.

Skills

Customer service

Communication

Problem-solving

English proficiency

Multi-channel support

Tools

Intercom

Zoho

Stripe

Wix

Job description

UENI Limited is seeking a Customer Service Agent to support customers across three areas: Support, Proactive Customer Success, and Retention. You will communicate via chat, email, and phone, helping customers get value from the service and resolve day-to-day issues.

Based in Latin America, you will join a team focused on turning users into loyal customers, with clear processes, empathetic handling of concerns, and opportunities to grow within the company.