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.
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.
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.
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.
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.

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. *If hired, candidates must first complete a minimum 3-month period as a Tier I Support agent before transitioning into the Customer Experience Specialist (CES) role. During this time, they will be required to demonstrate proficiency in Tier I Support, including troubleshooting, issue resolution, escalation management, and customer interactions at the highest level. Only after successfully meeting performance expectations at this level will they be eligible to assume full CES responsibilities.

Customer Experience Specialist

Key skills