Job Description
Description
We are looking for a Customer Service Agent to support customers across three key areas: Support, Proactive Customer Success, and Retention.
This is a customer-facing role suited to someone who is a strong communicator, enjoys solving problems, and is comfortable helping customers through chat, email, and phone.
You will help customers resolve day-to-day issues, get more value from their UENI service, and find the right solution when they are considering leaving.
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 Central time.
Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses.
Key Responsibilities
Support
Respond to customer enquiries through chat, email, and phone.
Assist customers with their websites, subscriptions, billing, domains, emails, and account access.
Explain processes clearly and resolve issues with minimal back and forth.
Take ownership of follow-ups and escalate complex cases when required.
Keep accurate notes, tags, and conversation records.
Proactive Customer Success
Reach out to customers who may need support with onboarding, payments, reactivation, or account setup.
Support engagement campaigns.
Help customers complete key actions and connect them with the right resources or specialist support.
Identify recurring customer issues and share feedback with the team.
Retention
Handle cancellation requests, pricing concerns, and downgrade enquiries.
Understand why the customer is considering leaving and offer an appropriate solution.
Use approved retention options.
Manage sensitive conversations with empathy and professionalism.
Skills and Experience
Previous experience in customer service, customer success, account management, retention, or a similar customer-facing role.
Strong written and spoken English.
Confidence communicating with customers through chat, email, and phone.
Ability to remain calm, professional, and solution-focused during difficult conversations.
Strong problem-solving skills and the ability to assess situations independently.
Ability to explain technical or billing-related information clearly.
Good organization and follow-up management.
Comfortable working with performance targets, service levels, and quality standards.
Confidence learning and working across several systems and customer processes.
A customer-first mindset balanced with sound commercial judgment.
Requirements
Experience with customer retention, cancellations, renewals, or objection handling.
Experience supporting subscription-based products or services.
Familiarity with platforms such as Intercom, Zoho, Stripe, or Wix.
Experience supporting websites, domains, email services, or digital products.
Experience working with small business owners.
We value people who naturally go above and beyond to help customers feel understood and supported.
