Customer Success & Retention Specialist

Description

We’re looking for a Customer Success & Retention Specialist who genuinely enjoys understanding people and building strong customer relationships. This role goes beyond reactive support — we want someone proactive, empathetic, and capable of turning challenging customer conversations into opportunities to build long-term trust and retention.

This is a customer-centric, multichannel role focused on proactive engagement and retention across phone, chat, and email.

Please note that only candidates based in Latin America will be considered for this position.

Working Hours: Monday to Friday with one working weekend a month. 9am - 6pm Pacific or Central time.

Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses.

Responsibilities

• Build strong relationships with customers through personalized communication

• Identify churn risks and proactively support retention

• Understand customer needs and provide tailored solutions

• Turn challenging customer situations into positive experiences

• Collaborate with internal teams to improve customer experience

Requirements

• Minimum 2 years of experience in Customer Success, Support, Account Management, or other customer-facing roles where relationship-building was key

• Fluent or near-fluent English (Minimum C1 level) with excellent written and verbal communication skills.

• Experience working in tech or digital environments

• Excellent communication skills across phone, chat, and email

• Strong emotional intelligence and problem-solving skills

• Proactive mindset with strong ownership and attention to detail

• Ability to manage multiple customer conversations simultaneously

• Experience using CRM and customer communication platforms, such as Intercom, is valued

We value people who naturally go above and beyond to help customers feel understood and supported.