Customer Success & Retention Specialist

Hidden Jobs; United States; À distance; USD 40 000 - 65 000; Plein temps

Résumé du poste

Hidden Jobs is seeking a customer-facing role spanning day-to-day support, proactive customer success outreach, and retention conversations. You will help small business customers maximize value from a website and subscription service while handling sensitive situations like cancellations and downgrades.

Candidates must be based in Latin America and work Monday to Friday, 9am to 6pm Central time, plus one weekend per month.

Qualifications

• Previous experience in customer service, customer success, account management, retention, or a similar customer-facing role.
• Strong written and spoken English, with confidence communicating across chat, email, and phone.
• Ability to stay calm, professional, and solution-focused during difficult conversations.
• Strong problem-solving skills and the ability to assess situations independently.
• Comfort explaining technical or billing-related information clearly.
• Good organisation, follow-up management, and confidence working with performance targets, service levels, and quality standards.
• Customer-first mindset balanced with sound commercial judgement.

Responsabilités

• Respond to customer enquiries across chat, email, and phone, assisting with websites, subscriptions, billing, domains, email, and account access.
• Explain processes clearly, resolve issues with minimal back-and-forth, and escalate complex cases when needed.
• Reach out proactively to customers who need help with onboarding, payments, reactivation, or account setup, and support engagement campaigns.
• Identify recurring customer issues and share feedback with the broader team to inform product or process improvements.
• Handle cancellation requests, pricing concerns, and downgrade enquiries using approved retention options.
• Manage sensitive conversations with empathy and professionalism while keeping accurate notes, tags, and conversation records.

Description du poste

Hidden Jobs is seeking a customer-facing role spanning day-to-day support, proactive customer success outreach, and retention conversations. You will help small business customers maximize value from a website and subscription service while handling sensitive situations like cancellations and downgrades.

Candidates must be based in Latin America and work Monday to Friday, 9am to 6pm Central time, plus one weekend per month.