Customer Support Retention Specialist

Customer Support & Retention Specialist – Mastermind.com

Location : Remote in the United States (Phoenix, AZ / West Coast preferred)

Schedule : Full-time | Monday–Friday | 11:00 AM – 7:00 PM PST (40 hours/week)

Compensation : $20/hour

Contract Duration : 6 months (1099 - with potential to move to W2)

To Apply: Please review the entire job description and follow the application instructions under the HOW TO APPLY section.

ABOUT MASTERMIND.COM

Mastermind.com, co‑founded by Tony Robbins and Dean Graziosi, is the #1 platform for entrepreneurs and experts who want to market and monetize their knowledge. Our mission is to help people transform what they know into businesses that create impact, income, and freedom.

Through world‑class education, coaching, and events, we serve a global community of entrepreneurs who are actively building businesses and transforming their lives.

THE ROLE

As a Customer Support & Retention Specialist , you’ll be on the front lines of the customer experience — serving a global community of entrepreneurs who are actively working to grow their businesses and transform their lives through Mastermind programs.

You’ll help customers navigate their journey inside our ecosystem by resolving questions, removing friction, and ensuring they stay engaged and supported as they move through our programs and events.

This role requires a high-functioning, service-driven professional who takes real pride in helping customers succeed. You’re someone who naturally looks for solutions, communicates with clarity and empathy, and shows up with a strong sense of ownership over every interaction.

We’re looking for people who care deeply about delivering an exceptional customer experience — not because they have to, but because service is part of who they are. The best people in this role thrive in fast-paced environments, stay calm when things get busy, and take satisfaction in solving problems and supporting customers at pivotal moments in their journey.

WHAT YOU’LL DO

Deliver Exceptional Customer Support

• Provide multi‑channel customer support via email, phone, live chat, and text
• Assist customers with account access, billing questions, and product navigation
• Troubleshoot technical issues and guide customers through solutions
• Support customers throughout their program journey inside the Mastermind platform

Support Customer Retention

• Engage with customers who are experiencing challenges or considering cancellation
• Provide empathetic, solutions‑focused conversations that help customers stay engaged
• Escalate complex cases to appropriate internal teams when needed
• Assist customers with failed payments, billing issues, and account balance resolutions
• Work with customers to resolve outstanding balances and maintain active program access

Support High‑Impact Events & Launches

• Provide real‑time support during major virtual events and program launches
• Assist participants with technical access and program navigation
• Maintain calm, responsive communication during high‑volume support periods
• Partner with internal teams across sales, support, and product to ensure a seamless customer experience.

Maintain Accurate Documentation

• Log all customer interactions within CRM or support systems
• Document key insights and follow‑ups to ensure continuity of support
• Surface recurring issues and customer feedback to internal teams

WHAT YOU BRING

Required:

• 1–3 years of experience in customer support, customer success, or retention
• Strong written and verbal communication skills
• Ability to stay calm and solutions‑focused under pressure
• Ability to navigate difficult customer conversations and retention situations
• Excellent organizational skills and attention to detail
• Comfort managing multiple conversations across channels simultaneously
• Self‑directed and able to work independently within a remote team

Preferred:

• Experience supporting high‑volume customer environments
• Familiarity with CRM or support tools such as HubSpot, Zendesk, Helpscout, or similar
• Experience supporting online education platforms, SaaS products, or digital communities

Candidates located in Phoenix, AZ or the West Coast are preferred due to schedule alignment, though remote candidates across the U.S. will be considered. Candidates must be located in PST, MST, or CST time zones.

WHY THIS ROLE

If you’re someone who is energized by helping people succeed , thrives in fast-moving environments, and takes pride in delivering exceptional customer experiences — this role was built for you.

We’re looking for people who:

• Naturally show up with empathy, clarity, and responsiveness in customer interactions
• Take pride in solving problems quickly and thoroughly
• Stay calm and resourceful in high-volume or event-driven environments
• Believe great customer support is about serving first, building trust, and helping customers win
• Find real satisfaction in being a reliable, solutions-oriented presence for customers

If you want to grow with a brand focused on entrepreneurship, personal growth, and real transformation, we’d love to hear from you.

📬 HOW TO APPLY

Email the following to andres@mastermind.com with the subject line:

“Customer Support & Retention Specialist – [Your Name]”

Please include in your email:

1️⃣ Resume

Highlight relevant experience in customer support, retention, customer success, or other customer‑facing roles.

2️⃣ Written Response (1–2 pages max)

Please respond thoughtfully to all three prompts below:

1. Customer Support Experience – Describe your experience working in customer support or customer success environments. What types of products or services did you support, which channels did you manage (email, phone, chat, etc.), and what did a typical support volume look like during a normal shift?
2. Customer Retention Scenario – Imagine a customer reaches out saying they’re frustrated with a program and are considering canceling. How would you approach the conversation to understand the issue, resolve the underlying problem, and help the customer stay engaged if possible?
3. Role Fit – Briefly explain what interests you about supporting customers through their journeys within a mission-driven company like Mastermind that serves entrepreneurs.
4. Availability – Please share the city and state where you are currently based and working from, confirm your availability to work Monday–Friday from 11am–7pm PST, and

Final Note

We review applications carefully. Clear, thoughtful responses matter more than polished buzzwords. If this role resonates with how you naturally show up, we encourage you to apply.