Digital Retention Specialist We are seeking a Digital Retention Specialist to join our client to help retain existing customers across Latin America and Central America. In this role, you'll work directly with existing customers who may be considering discontinuing or not renewing their services. Your goal will be to understand their concerns, identify renewal blockers, resolve issues, and find solutions that improve their overall customer experience. This is a highly interactive role for someone who genuinely enjoys working with people, solving problems, and turning challenging customer situations into positive experiences. Fluency in Spanish is required.
What You'll Do:- Handle a high volume of customer interactions, approximately 50–100 interactions per day
- Engage with existing customers regarding renewals, retention, product concerns, and potential cancellation
- Identify and understand the reasons customers may not be renewing
- Listen actively to customer concerns and demonstrate empathy while working toward solutions
- Address renewal blockers, product dissatisfaction, adoption challenges, and other customer pain points
- Negotiates and develop solutions designed to retain customers and improve satisfaction
- Take ownership of customer issues and work to resolve them with minimal escalation
- Gather customer feedback and identify trends that could improve the overall customer experience
- Document customer interactions, feedback, and resolutions in CRM systems
- Collaborate with Sales, Support, and other internal teams when additional assistance is needed
- Learn and navigate multiple business systems efficiently
- Communicate clearly and professionally with customers in both written and verbal interactions
What We're Looking For:- Professional fluency in Spanish — required (speaking, reading, and writing)
- Customer service experience in any industry
- Strong written and verbal communication skills
- Excellent interpersonal and customer service skills
- A highly customer-centric mindset
- Strong empathy and active listening skills
- Critical thinking and problem-solving abilities
- Ability to handle difficult or dissatisfied customers professionally
- Strong negotiation and conflict-resolution skills
- Ability to manage a high volume of customer interactions in a fast-paced environment
- Ability to quickly learn new technology and business systems
- Previous experience working in a professional office environment
- Associate's degree or equivalent required
- Candidates who are recent college graduates are encouraged to apply
- Experience with customer retention or renewals
- Experience working with Salesforce or another CRMPrevious sales, account management, customer success, or subscription-based customer service experience
- Portuguese language skills are a plus
- Training & Development:
- You'll receive 4–6 weeks of comprehensive training designed to prepare you for success in the role. Training will include: Hands-on system training, Video-based learning, Screen-sharing sessions, Shadowing and guided customer interactions, A dedicated buddy system for additional support
- Why This Role?
This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and making a measurable impact on customer loyalty. If you are bilingual in Spanish and English, thrive in a fast-paced environment, and have a passion for delivering exceptional customer experiences, we'd love to hear from you!
