Remote Customer Retention Specialist – LATAM

AGS Youth Soccer Club; United States; Remote; MXN 191,000 - 228,000; 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 programs, resolve issues, and stay engaged. You will own inquiries through resolution, understand why customers may leave, and guide them to appropriate next steps.

The role covers renewals, proactive follow-ups with at-risk customers, and clear communication across phone, email, and SMS. Remote in Latin America with monthly USD pay and retention bonuses.

Qualifications

• Customer-service experience, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English.
• Empathy and sound judgment for explaining options under pressure.
• Attention to detail and ability to maintain CRM records.
• Evidence of actions and results distinguishing personal achievements.
• Remote-working setup and availability for agreed schedule.

Responsibilities

• Respond to customer enquiries by phone, email and SMS with timely follow-through.
• Investigate complaints and coordinate solutions with operations.
• Proactively follow up with at-risk customers and explain options.
• Handle renewal and re-enrolment conversations and campaigns.
• Maintain CRM notes and track cancellations or non-renewals.
• Escalate refunds or policy exceptions for approval.
• Report recurring issues to improve satisfaction and retention.

Skills

Customer service

English proficiency

Empathy & communication

Attention to detail

CRM experience

Remote work

Tools

CRM software

Job description

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

The role covers renewals, proactive follow-ups with at-risk customers, and clear communication across phone, email, and SMS. Remote in Latin America with monthly USD pay and retention bonuses.