Customer Success & Retention Specialist

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 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.