Customer Experience (CX) – Customer Service & Retention Specialist

Remote | Philippines | CST time zone
Company: Barcelona Premier Soccer Club (BPSC)
Type: Full-time | Long-term (Not freelance)
Work Schedule: Monday–Friday, 11:00 AM – 8:00 PM CST
Location: Remote (Philippines only)
Mandatory Requirements: Full command of English (spoken & written) and BPO strong experience.

About Barcelona Premier Soccer Club (BPSC)
Barcelona Premier Soccer Club (BPSC) is a growing youth sports organization based in Texas, USA, providing year-round programs for children and families across multiple locations. We operate several branches and work with hundreds of parents and athletes, offering structured development pathways designed to support both player growth and family confidence. Our focus is on consistent training standards, clear communication, and long-term relationships with families, not short-term programs.
BPSC operates with clear systems, evolving documented processes (SOPs), and high professional communication standards. Tea ---------- mbers are expected not only to follow these processes, but also to help document, improve, and strengthen them over time.
We are building a long-term remote operations team, not short-term freelancers, and we value professionalism, accountability, and clear English communication.

Compensation
$650/month base + up to $100/month performance bonus (Total: $750/month)

Role Overview
We are hiring a Customer Experience (CX) – Parent Success & Retention Specialist to manage all parent communication after registration.
This role includes:
• Parent onboarding
• Ongoing parent support
• Promoting renewals
• Introducing and explaining approved upgrades
• Supporting long-term retention
This is NOT a sales role, but it does require confidence in guiding parents toward renewal and upgrade decisions.

Key Responsibilities
• Act as the single point of contact for parents after registration, owning the relationship and experience
• Handle all parent-facing communication via phone calls, WhatsApp, SMS, and email with confidence and professionalism
• Maintain a maximum response-time SLA of 3 hours during business hours (proactive follow-up, not reactive only)
• Perform post-registration onboarding calls, ensuring parents clearly understand:
• Training days and times
• Program structure and expectations
• Communication channels and support process
• Proactively guide parents during their first weeks to ensure a smooth transition into the program
• Send and manage official communications related to:
• Weather updates
• Practice cancellations or changes
• Game schedules and important announcements
• Actively monitor player satisfaction signals and parent feedback to reduce confusion, frustration, or churn risk
• Proactively promote renewals by:
• Identifying upcoming renewals
• Following up consistently until completion
• Addressing hesitation or questions with clarity and reassurance
• Introduce, explain, and support pre-approved upgrades when appropriate (non-pushy, relationship-based)
• Send official renewal and upgrade links, confirm completion, and ensure correct internal tracking
• Log all parent communications, outcomes, and next steps accurately in:
• GoHighLevel (GHL)
• Zoho Desk (tickets, internal notes, escalations)
• Coordinate internally with:
o Branch Coordinators
o Coaches / Site staff
o Management (when escalation is required)
• Follow existing SOPs precisely and actively help document, improve, and refine SOPs related to CX, onboarding, retention, and renewals using ClickUp

Required Skills & Experience
• English Level: C2 (or equivalent) spoken AND written
• Must feel totally confident and comfortable handling phone calls in English daily
• Parent-facing CX / BPO experience
• Comfortable guiding parents toward renewal and upgrade decisions
• Strong hands-on experience with:
• ClickUp
• GoHighLevel (GHL)
• Zoho Desk
• Zoho Sign
• Experience with SOP-driven work
• Calm, professional, detail-oriented

MINIMUM TECH REQUIREMENTS (NON-NEGOTIABLE)
Computer / Hardware
• Laptop or desktop computer (NO tablets)
• Minimum Intel i5 / Ryzen 5 or equivalent
• Minimum 8 GB RAM (16 GB preferred)
• Webcam (built-in or external)
Headset
• USB headset (NO Bluetooth-only headsets)
• Noise-canceling microphone
• Clear voice quality for calls
Internet
• Minimum 25 Mbps download / 10 Mbps upload
• Wired connection preferred
• Backup internet connection REQUIRED (mobile hotspot or second ISP)
Workspace
• Quiet, professional work environment
• No background noise during calls
• Able to take calls confidently and clearly
???? Candidates without backup internet will not be considered.

HOW TO APPLY (FOLLOW EXACTLY)
STEP 1 — SUBJECT LINE (REQUIRED)
Set your application subject line to:
CX1-EXCELLENCE
Applications without this exact subject line will be automatically rejected.

STEP 2 — ANSWER ALL QUESTIONS
1. Can you work Monday–Friday, 11:00 AM – 8:00 PM CST consistently? (YES/NO)
2. Is your english level a C2 spoken level? Do you feel totally comfortable in outbound/inbound calls? Describe the best as possible your english level. (Attach a voice memo link of 1-2 minutes)
3. Attach a link with your resume.
4. Describe your customer-facing CX/BPO experience.
5. Have you worked for US-based companies CST time zone? Explain.
6. Describe your ClickUp experience (tasks, checklists, Docs).
7. Describe your GoHighLevel (GHL) experience.
8. Describe your Zoho Desk experience.
9. Do you have experience with Zoho Sign?
10. Do you have a backup internet connection? Describe it.
11. What computer and headset do you use?
12. Describe your experience working with SOPs.
13. Why are you a good fit for a Customer Experience (CX) – Parent Success & Retention Specialist role that promotes renewals and upgrades?

STEP 3 — FAST HIRING CONFIRMATION
14. Can you respond to hiring messages within 12 hours? (YES/NO)
15. If invited, can you complete a pre-test within 24 hours? (YES/NO)
16. Do you have and use WhatApp? (YES/NO)

Final Note
* If you think you're a really good fit to this position use AP points to highlight your profile. We do review AP score too that shows interest from your side to our position, we are looking for someone that is interested in us, not in all jobs out there. Since this is a long-term full time job.
** Shortlisted candidates will complete practical tests (English, ClickUp execution, GHL & Zoho Desk scenarios, SOP drafting) before interviews.
*** We are building a long-term team, not short-term freelancers.