Bilingual Virtual Assistant – Member Retention & Billing Support at Hey Lieu – Mexico City

Hyre is a fast-growing virtual assistant service company dedicated to providing exceptional support to our clients. We value innovation, efficiency, and a commitment to excellence. Join us and be part of a dynamic team that empowers businesses to thrive.

We are hiring a Bilingual Member Retention Specialist to proactively support members experiencing billing challenges and help keep their memberships active.

This role blends customer service, collections, and retention strategy. You will act as the bridge between members and their fitness journey — combining empathy, confidence, and problem-solving to help at-risk members stay committed to their health and wellness goals.

This is a part-time position (12 PM–4 PM US hours) with a clear pathway to full-time employment after a successful 90-day period.

• Contact members via phone, text, and email regarding account status and missed payments
• Lead supportive but solution-focused conversations
• Address objections and guide members toward resolving billing issues

• Review daily billing reports to identify members needing outreach
• Track payment failures, expiring cards, and past-due balances
• Maintain organized follow-up schedules

• Process payments and update payment details
• Work one-on-one with members to resolve balances
• Offer structured solutions to prevent cancellations

• Reinforce membership benefits and value
• Help members overcome obstacles that may lead to cancellation
• Act as a consistent, reliable resource for ongoing support

• Maintain detailed notes inside GymMaster
• Keep member profiles clean and up-to-date
• Ensure accurate reporting and follow-through

No prior experience required. Full training and tools will be provided.

• Strong English communication skills
• Spanish fluency is highly preferred
• Confident and persuasive while maintaining empathy

• High emotional intelligence with the ability to redirect conversations effectively
• Comfortable making outbound calls daily
• Resilient and not discouraged by objections
• Detail-oriented when documenting notes and running reports
• Comfortable using GymMaster, Excel, or Google Sheets

Part-time: 12 PM – 4 PM US Hours
(Exact US time zone will be clarified during interview)

During your first 90 days, your focus will be:

• Contacting members flagged in daily reports
• Resolving balances and updating payment methods
• Retaining members through proactive engagement
• Submitting daily KPI reports summarizing outreach and results

High performers during the 90-day period will be offered a full-time position within the company.