Customer Experience Specialist

SUMMARY

The Customer Experience Specialist (CES) is a retention-focused, pooled customer support role. The primary objective of the role is to reduce churn and downgrades by engaging customers at critical moments, such as cancellation requests, downgrade inquiries, escalations, and identified product adoption gaps. CES partners closely with Tier 1 Support, Customer Success, and Support Leadership to deliver high-impact, high-judgement customer interactions that retain revenue, drive adoption, and reinforce the value of the SQUIRE platform.

This role combines strong product knowledge, objection handling, and consultative guidance, leveraging automation and usage-based signals.

Manager, Technical Customer Support

• Retention & Churn Mitigation
• Handle inbound cancellation and downgrade requests, identifying root causes and executing save strategies aligned with policy and commercial guardrails.
• Engage escalated customers who are at risk of churn due to product confusion, perceived value gaps, or operational friction.
• Upsell Support & Post-Onboarding Adoption
• Support inbound upgrade requests, ensuring customers understand plan value and feature differences
• Conduct follow-up outreach after upgrades to drive early adoption and reduce post-purchase churn.
• Product Expertise & Consultative Guidance
• As a SQUIRE platform expert, provide practical, outcome-oriented guidance: not just how features work, but how customers know features are working for them.
• Act as a trusted product translator during retention, upgrade, and adoption conversations.
• Customer Training & Enablement
• Deliver video-based training sessions ad hoc as needed to achieve product adoption (new shop employees, customers upgrading plans or adding features, etc)
• Reinforce self-service resources and best practices to reduce future friction and support dependency.
• Cross-Functional Collaboration & Program Evolution
• Partner with Support, Customer Success, Product, and Ops to refine save motions, upgrade experiences, and adoption workflows.
• Contribute feedback on where automation can replace or augment manual outreach as volume and maturity increase.

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

• 2+ years in Support, Customer Success, or Customer Experience (preferably in SaaS or SMB environments).
• Experience managing a high-volume book of business in a pool or scaled environment with a strong retention and objection-handling focus.
• Strong product aptitude: able to explain workflows, features, and outcomes clearly without relying on T2 for standard questions.
• Confident in delivering customer training via Google Meets or similar.
• Problem-solving and analytical skills to identify trends and recommend solutions.
• Ability to meet and exceed performance targets while managing multiple priorities.
• Excellent communication and relationship-building skills with a customer-first mindset.
• Familiarity with CRM systems and digital customer experience tools.