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Customer Experience Specialist
Full-time
Who We Are
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. Founded in 2015, SQUIRE is trusted by more than 30,000 barbers across 5,000+ shops in more than a thousand cities worldwide.
Summary
The Customer Experience Specialist (CES) is a retention-focused, pooled customer support role. The primary objective 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.
Job Duties and Responsibilities
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 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.
Customer Training & Enablement: Deliver video-based training sessions as needed to achieve product adoption. Reinforce self-service resources and best practices to reduce future friction.
Cross-Functional Collaboration: 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.
Requirements and Qualifications
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
Confident in delivering customer training via Google Meets or similar
Problem-solving and analytical skills to identify trends and recommend solutions
Excellent communication and relationship-building skills with a customer-first mindset
Familiarity with CRM systems and digital customer experience tools
Note: If hired, candidates must first complete a minimum 3-month period as a Tier I Support agent before transitioning into the CES role.
