Customer Service & Retention Specialist

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. T