Customer Service & Retention Specialist

About the role

Community Sports Partners is looking for a customer-focused specialist to help customers enjoy its sports programs, resolve problems and keep coming back. The role is remote within Latin America, full-time, with Toronto/Eastern evening and weekend coverage; exact shifts and weekly hours are agreed before hiring. Applicants across Latin America are welcome.

Key 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 their concerns and explain 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.

Required profile

• Customer-service experience, ideally with renewals, retention or complaint resolution.
• Excellent spoken and written English and confidence handling customer conversations by phone.
• Evidence of own actions and results, distinguishing personal achievements from team performance.
• A reliable remote-working setup and availability for the agreed schedule.

Required skills

• 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.

What we offer

• Base pay of US$1,000 per month, plus performance-based retention bonuses (arrangements discussed before hiring).
• Remote work within Latin America.

To apply, submit a résumé and answer the application questions with specific examples of your own work, using the same name and email for the two assessments. Hiring decisions are made by people after an AI-assisted review.