Customer Service & Retention Specialist
At a glance
Mid-level Retention Marketing role at Community Sports Partners. Remote, Mexico · full-time.
Pay not stated Retention Marketing salary
growthroles summary, based on the employer's posting.
What you'll do
- Answer customer questions by phone, email and SMS, then track each request through to a clear resolution
- Investigate complaints and work with operations on fixes, keeping customers updated while issues are open
- Contact customers considering leaving, learn what is driving that decision and explain options allowed by policy
- Discuss renewals, re-enrolments and approved win-back campaigns with current and former customers
- Keep CRM records current and flag repeat service problems or ways to improve satisfaction and retention
What you bring
- You have customer-service experience, preferably including renewals, retention or resolving complaints
- You communicate confidently in spoken and written English, including by phone with customers
- You can maintain accurate CRM or support records and point to results from your own work
- You have a dependable remote setup and can work the agreed customer-service schedule
Who this fits
This role suits someone who can handle customer conversations with empathy and sound judgment, while staying organized under pressure. It is full-time and remote within Latin America, with evening and weekend coverage aligned to Toronto/Eastern hours; exact shifts and weekly hours are agreed before hiring. You’ll submit a résumé, answer application questions with examples, and complete the Culture Index survey and English Criteria GAME assessment, matching the contact details on your application.
From the employer
Remote — Latin America | Full-time | US$1,000 per month plus retention bonuses
About the role
Community Sports Partners 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.
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.
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