Job 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
Job 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.
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