[Hiring] Retention Specialist @Ueni Ltd

Role Description

We’re hiring a Retention Specialist to join our Customer Service team. This is a specialist retention role focused on customers who are actively trying to cancel and those we believe may be at risk of leaving. You’ll work across phone, chat, and email, combining reactive cancellation handling with proactive outreach designed to prevent churn before it happens.

You won’t be responsible for a general support queue. We’re looking for people who are comfortable having difficult customer conversations, quickly identifying what is really driving a cancellation, and using good judgment to find the right path to retain the customer. This role is highly outcome-focused. Success isn’t about how many conversations you close — it’s about how many customer relationships and how much recurring revenue you retain.

• Own cancellation conversations end-to-end.
• Handle customers requesting cancellation across phone, chat, and email.
• Understand the real reason customers want to leave and work toward the right retention outcome.
• Reach out proactively to customers at risk of churn.
• Use customer behaviour, account signals, previous interactions, and internal risk indicators to identify customers who may need intervention.
• Make the right retention offer for the situation.
• Handle retention confidently across different channels.
• Understand the product well enough to challenge cancellation reasons and solve issues on the spot if needed.

Qualifications

• Previous experience in retention, cancellations, collections, renewals, win-back, or another role where you were directly responsible for preventing customer churn.
• Experience in Customer Success within a SaaS technology company.
• Comfortable working with subscription products, recurring revenue, customer usage, and renewal or cancellation cycles.
• Evidence of personally handling difficult customer conversations and being accountable for the outcome.
• Strong spoken and written English, ideally B2/C1 level or above.
• Confidence with outbound calls and proactive customer outreach.
• Good commercial judgment.
• The ability to stay calm, clear, and persuasive when speaking with frustrated or unhappy customers.
• A reliable remote working setup suitable for regular customer calls.
• Based in Latin America.
• Professional references from previous retention or Customer Success roles.

Requirements

• Strong spoken and written English, ideally B2/C1 level or above.
• Confidence with outbound calls and proactive customer outreach.
• Good commercial judgment.
• The ability to stay calm, clear, and persuasive when speaking with frustrated or unhappy customers.
• A reliable remote working setup suitable for regular customer calls.
• Based in Latin America.
• Professional references from previous retention or Customer Success roles.