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Position: Customer Success Manager Location: Remote (LATAM Applicants Only) Schedule: Full-Time (30 Hours/Week – US Business Time - EST) Compensation: $8 USD/hour ($1,040/month approx) Company Overview Our client is a fast-growing youth sports organization operating multiple training locations across South Florida. The company runs year-round soccer development programs on a subscription and membership-based model, serving hundreds of players and families each week. The organization operates with a strong focus on systems, accountability, and delivering a high-quality experience to every family they serve. Position Overview The Customer Success & Operations Coordinator will own the post-sale experience for academy members, with a primary focus on retention, family communication, and daily operational reporting. This role is the connection point between the academy's internal systems and its families, ensuring every member feels supported, engaged, and valued. The ideal candidate is highly organized, self-driven, and experienced in customer-facing retention work within a remote, systems-based environment. Key Responsibilities Onboard new members by ensuring they receive all required forms, links, and program information promptly after signing up Monitor attendance across all academy locations and proactively contact families regarding absences or signs of disengagement Conduct pause, cancellation, and reactivation conversations with families to understand concerns and improve retention outcomes Perform exit calls to identify cancellation reasons and log findings for ongoing retention analysis Maintain strong relationships with current academy families and resolve parent concerns before they escalate Maintain and update daily tracking sheets covering signups, attendance, and churn across all locations Ensure CRM records and player data remain accurate and up to date at all times Generate weekly and monthly operational reports for management review Identify data inconsistencies and resolve them proactively Support CRM management, contact organization, and database maintenance using Go High Level or similar platforms Coordinate administrative aspects of player onboarding, event registrations, and operational logistics Assist with general administrative tasks to support the existing operations team Support coordination with the social media contractor by tracking content deliverables and KPIs as needed Qualifications Required Qualifications 2+ years of experience in customer success, customer service, operations, or a similar computer-based administrative role Strong organizational skills and exceptional attention to detail with the ability to manage multiple tasks simultaneously Proficiency in Google Workspace, including Google Sheets (data entry, filtering, sorting, and basic formulas such as VLOOKUP) Experience using a CRM platform (Go High Level, HubSpot, Salesforce, Zoho, or similar) Demonstrated experience handling customer retention, cancellation, or reactivation conversations Comfortable communicating with U.S.-based customers via phone, email, and text using a customer-first, de-escalation mindset Ability to self-manage daily responsibilities and operate independently without constant supervision Available to work a split-shift schedule Monday through Friday plus a 2-hour Sunday shift Fluent in English (C1/C2 level) Preferred Qualifications Experience in subscription-based or membership-driven businesses Hands-on experience with Go High Level specifically Familiarity with AI tools and automation for improving operational efficiency Passion for soccer or prior experience in a youth sports, fitness, or family-focused organization Prior experience working directly with U.S.-based customers or businesses Ability to coordinate or provide light oversight to an external contractor or vendor Work Environment & Compensation Location: Remote (LATAM Applicants Only) Schedule: Full-Time (30 Hours/Week – Monday–Friday, split shifts: Approximately 8:00 AM–11:00/12:00 PM and 3:00 PM–6:00/7:00 PM) + Sunday 10:00 AM–12:00 PM - EST) Compensation: $8 USD/hour ($1,040/month approx) We look forward to reviewing your application. Candidates with strong customer retention experience, CRM proficiency, and a high standard of accountability and self-management are encouraged to apply.