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.