Customer Service Agent

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.

* 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.