Customer Service Lead

Job Title: Customer Service Lead | Remote

Location: Latin America or South Africa

Salary: $3,000-$4,000/month gross

Schedule: Full-time, 40 hours/week (Must cover 7:00am–1:00pm Pacific Time. The remaining hours are flexible, with occasional exceptions during peak periods) 

Only English CVs will be accepted.

Retalent Agency is a global remote recruitment agency that connects talented professionals like you with top companies in e-commerce, marketing, and tech. Since 2019, we’ve helped hundreds of candidates from Latin America, Eastern Europe, Asia, and South Africa land full-time remote roles with international teams.

When you apply through Retalent, you’re not just applying for a job; you’re stepping into a community of growing businesses and ambitious professionals.

Let us help you find the right opportunity to grow your career from anywhere in the world.

Our Client:

Most communication training teaches you what to do differently. Our client teaches you something most programs don’t touch: a genuine shift in how you feel when speaking. You learn to communicate clearly, confidently, and naturally, to be yourself when it matters most. Their method is live, game-based, and coached, and students regularly say the experience changed their lives.

They've built something that actually works, in a space full of things that don't. No scripts, no surface-level fixes, just a genuine, immersive experience that treats the root cause, not the symptoms. Their mission is simple: to help people feel at ease in every interaction.

They are a small, fully remote team who care deeply about every person they work with, not just in their training sessions, but in every touchpoint along the way. They believe that great communication changes lives, and they're looking for people who want to be part of making that possible.

In This Role, You’ll:

You’ll bring warmth, kindness, and genuine empathy to every student who reaches out, so they walk away from a support conversation thinking "This company is different. I didn’t expect to feel this taken care of."

You'll also drive how this work evolves. You'll refine the knowledge base, improve the automations, and make the AI agent smarter over time. The better you make the systems, the more your time goes to the conversations that genuinely need a human.

You won't be doing this alone. Our client is actively building out student self-service tools and smarter AI support, and you'll inherit systems being purpose-built for you to succeed.

You'll own the entire Customer Service function on the Operations team, working closely with program experience, program execution, and engineering to turn frontline insights into real improvements. 

Our client is a remote, growing team of ~15 across the US, Europe, and India, working with individual professionals and teams at well-known companies.

What You'll Be Doing

• Be the warm, human presence for every student who reaches out. Whether they're confused, frustrated, or just need information, they leave the conversation feeling heard, helped, and genuinely cared for. That's the bar for every single interaction.
• Own customer service end-to-end. Triage new conversations within your first hour each day. See every issue through to resolution, get clarity on the problem, coordinate with team members when needed, follow up until it's fully resolved.
• Handle the full range of student needs: subscriptions, refunds, deferrals, payment issues, and coaching requests with warmth and accuracy. You use excellent judgement, you know when to go above and beyond for a student and when to hold the line.
• Make the AI agent smarter over time: refine knowledge base articles, improve automations, so routine questions are handled well automatically and your attention goes to the conversations that benefit from an even more personal touch.
• Spot the patterns: When the same friction keeps appearing, document it clearly and bring it to the program experience and engineering teams. You're often the first person to see what's breaking for students upstream.
• Keep SOPs and playbooks alive so the function has institutional memory (processes, decision-making guidelines, tools), not just you.
• Report on key metrics and share insights with the team regularly. What you see in conversations is some of the most valuable signals in the business. Help the team act on it.

What You’ll Bring:

Must-haves:

• Experience with a customer support platform (Intercom or similar) and the ability to hit the ground running 
• Fluent English (C1–C2 level), with excellent written communication and no grammar mistakes.
• Power user of AI, you reach for AI naturally in your own work, use it to speed up writing, problem-solving, and repetitive tasks, and you're curious and open enough to engage with new tools as the team builds them
• Comfortable configuring and adapting existing tools (Intercom) or similar and basic automations (Airtable, Zapier)

Nice-to-haves:

• Experience with Stripe, Paythen, Customer.io

Who You Are

• You're warm, conversational, and genuinely empathetic; that's just how you move through the world. You have a deep love for treating people with care and kindness, and get real satisfaction from helping people solve their problems and advocating for their needs.
• You take ownership. When something lands in your lap, you treat it as yours. You don't wait to be told what to do and you don't let things fall through the cracks. If something is broken, you make sure you fully understand the problem and you stay on it until it's resolved.
• You move fast and you close loops. Every open thread has a next step. Students and teammates don't have to wonder what's happening, you've already told them.
• You think in patterns and root causes. Each conversation matters, and so does what it tells you about what's happening across many conversations. You're not satisfied solving the same problem twice.
• You're comfortable with AI, and curious about it. You reach for AI naturally in your own work to speed things up and solve problems. As the team builds shared AI tools, you're eager to use them and give honest feedback on what's working and what isn't. When you figure out a better way to do something, you share it with the team to help them level up too.
• You back up your instincts with numbers. You track your metrics, spot trends, and turn numbers into something actionable.

What’s In It for You:

• Competitive salary: $3,000 to $4,000 USD per month 
• 100% remote position, work from anywhere
• Local benefits through an Employer of Record (Remote), varying by country 
• Shape the role as you go. You'll drive the shift toward AI and self-service, not just watch it happen.
• Early access to AI tools the company is actively building for the team
• A team that takes care of its people the way it asks you to take care of students
• Opportunities for learning and professional development.