Customer Support & Retention Specialist (Central America)

Job Title: Retention Specialist

Location: Remote (LATAM-based candidates welcome)

Type: Full-Time

Salary: USD $1,200/month

About the Role

We’re looking for a Retention Specialist to help strengthen customer relationships and increase long-term client loyalty. This role focuses on proactive communication, identifying at-risk customers, resolving issues efficiently, and delivering a high-quality experience that encourages retention and satisfaction.

You’ll collaborate closely with operations, customer service, and account management teams to ensure clients receive consistent, responsive, and value-driven support.

Responsibilities

• Manage customer retention initiatives, ensuring high renewal and satisfaction rates.
• Identify clients at risk of churn and take proactive steps to resolve issues or concerns.
• Communicate with customers via phone, email, or virtual meetings to build strong relationships.
• Collaborate with internal teams to resolve escalations and improve customer experience.
• Track and analyze retention metrics, customer feedback, and engagement trends.
• Maintain accurate records of interactions and follow-ups in CRM or customer management tools.
• Support the development of loyalty programs, feedback systems, and communication campaigns.
• Provide insights and suggestions to leadership based on recurring customer needs or challenges.

Requirements

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• 2–4 years of experience in customer success, retention, or account management.
• Strong communication and relationship-building skills in English (verbal and written).
• Excellent problem-solving abilities with a proactive, customer-focused mindset.
• Highly organized, detail-oriented, and able to handle multiple priorities.
• Comfortable using CRM systems, spreadsheets, and reporting tools.

Preferred Qualifications

• Experience in service-based or franchise industries.
• Familiarity with customer engagement and retention strategies.
• Bilingual (English/Spanish) preferred.
• Data-driven approach to decision-making and reporting.