Customer Service Agent (Support, Success & Retention)

About the role

Ueni is seeking a Customer Service Agent to assist clients across Support, Proactive Customer Success, and Retention. The role involves handling inquiries via chat, email, and phone, helping customers get the most out of their service, and addressing potential churn.

Key responsibilities

• Respond to customer enquiries through chat, email, and phone, covering websites, subscriptions, billing, domains, emails, and account access.
• Proactively reach out to customers for onboarding, payments, reactivation, or account setup and guide them to the right resources.
• Manage cancellation, pricing, and downgrade requests, identify reasons for churn, and apply approved retention solutions.
• Maintain accurate notes, tags, and conversation records; escalate complex cases when needed.

Required profile

• Previous experience in customer service, success, account management, or retention.
• Strong written and spoken English with confidence communicating via chat, email, and phone.
• Calm, solution‑focused attitude during difficult conversations.
• Excellent problem‑solving, organization, and follow‑up skills.

Required skills

• Intercom
• Zoho
• Stripe
• Wix

What we offer

• Full‑time permanent contract (Monday‑Friday, 9 am‑6 pm Central Time, one weekend per month).
• Opportunities for promotion, salary progression, and performance bonuses.