Hyre is a fast-growing virtual assistant service company dedicated to providing exceptional support to our clients. We value innovation, efficiency, and a commitment to excellence. Join us and be part of a dynamic team that empowers businesses to thrive.
**Role Overview**:
We are hiring a **Bilingual Member Retention Specialist** to proactively support members experiencing billing challenges and help keep their memberships active.
This role blends **customer service, collections, and retention strategy**. You will act as the bridge between members and their fitness journey — combining empathy, confidence, and problem-solving to help at-risk members stay committed to their health and wellness goals.
This is a **part-time position (12 PM-4 PM US hours)** with a clear pathway to full-time employment after a successful 90-day period.
**What You’ll Do**:
**1. Proactive Outreach & Retention**:
- Lead supportive but solution-focused conversations
- Address objections and guide members toward resolving billing issues
**2. Account Monitoring & Reporting**:
- Review daily billing reports to identify members needing outreach
- Track payment failures, expiring cards, and past-due balances
- Maintain organized follow-up schedules
**3. Billing & Payment Support**:
- Process payments and update payment details
- Work one-on-one with members to resolve balances
- Offer structured solutions to prevent cancellations
**4. Member Engagement & Support**:
- Reinforce membership benefits and value




- Help members overcome obstacles that may lead to cancellation
- Act as a consistent, reliable resource for ongoing support
**5. Documentation & System Management**:
- Maintain detailed notes inside **GymMaster**:
- Keep member profiles clean and up-to-date
- Ensure accurate reporting and follow-through
**What We’re Looking For**:
**Experience**:
No prior experience required. Full training and tools will be provided.
**Communication**:
- Strong English communication skills
- Spanish fluency is highly preferred
- Confident and persuasive while maintaining empathy
**Skills & Traits**:
- High emotional intelligence with the ability to redirect conversations effectively
- Comfortable making outbound calls daily
- Resilient and not discouraged by objections
- Detail-oriented when documenting notes and running reports
- Comfortable using GymMaster, Excel, or Google Sheets
**Schedule**:
Part-time**:12 PM - 4 PM US Hours**
(Exact US time zone will be clarified during interview)
**Onboarding & Growth Path**:
**90-Day Success Period**:
During your first 90 days, your focus will be:
- Contacting members flagged in daily reports
- Resolving balances and updating payment methods
- Retaining members through proactive engagement
- Submitting daily KPI reports summarizing outreach and results
**Full-Time Opportunity**:
High performers during the 90-day period will be offered a **full-time position** within the company.

📌 Bilingual Virtual Assistant - Member Retention & Billing Support (Ciudad de México)
🏢 Hyre
📍 Ciudad de México