Customer Service & Retention Specialist

Remote — Latin America | Full-time | US$1,000 per month plus retention bonuses

About the role

The company is looking for a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service enquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

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, understand the underlying concern and explain appropriate options within company policies.

• Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.

• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal.

• Escalate refund, credit or policy exceptions for approval and respect customer decisions.

• Report recurring service issues and opportunities to improve customer satisfaction and retention.

Working hours

This is a full-time role with Toronto/Eastern evening and weekend coverage. Exact shifts and weekly hours will be agreed before hiring. Applicants across Latin America are welcome.

How success is assessed

Quality and timeliness of resolution, customer satisfaction, renewal and retention outcomes, and accurate follow-through. Targets and the retention bonus plan will be explained during hiring.

Current vacancy

This posting is for a current vacancy. We use AI-assisted tools to support application review; hiring decisions are made by people.

Requirements

What you bring

• Customer-service experience, ideally with renewals, retention or complaint resolution.

• Excellent spoken and written English and confidence handling customer conversations by phone.

• Empathy, sound judgment and the ability to explain options clearly under pressure.

• Reliable organization, attention to detail and experience maintaining CRM or support-system records.

• Evidence of your own actions and results, distinguishing personal achievements from team performance.

• A reliable remote-working setup and availability for the agreed customer-service schedule.

How to apply

Submit your résumé and answer the application questions with specific examples of your own work. Complete both assessments using the same name and email as your application.

• Culture Index survey

• English Criteria GAME assessment

Benefits

Pay and location

Remote within Latin America. Base pay: US$1,000 per month, plus performance-based retention bonuses. Bonus arrangements will be discussed before hiring.