💼 About This Role

You'll join a retention-focused support team at SQUIRE, the leading business management system for barbers and shop owners. You'll handle cancellation and downgrade requests and engage at-risk customers to reduce churn and drive product adoption. This role combines strong product knowledge with consultative guidance to reinforce the value of the platform.

🎯 What You'll Do

• Handle inbound cancellation and downgrade requests, executing save strategies.
• Engage escalated customers at risk of churn due to product confusion or friction.
• Support inbound upgrade requests and conduct follow-up outreach for adoption.
• Deliver video-based training sessions to achieve product adoption.

📋 Requirements

• 2+ years in Support, Customer Success, or Customer Experience (SaaS or SMB).
• Fluency in Spanish (verbal and written).
• Experience managing high-volume book of business with retention focus.
• Strong product aptitude able to explain workflows without escalation.

✨ Nice to Have

• Familiarity with CRM systems and digital customer experience tools.
• Experience in a pooled or scaled support environment.

🎁 Benefits & Perks

• 💰 Base salary ($65,000) + 10% bonus
• 📈 New hire stock grant
• 🏥 100% employer-paid medical/dental/vision for you and dependents
• 🏖️ Generous PTO and Parental Leave
• 🏦 401K plan with company contribution

📨 Hiring Process

Candidates must first complete a 3-month period as a Tier I Support agent before transitioning into the CES role.

🚩 Heads Up

• Requires 3-month Tier I support period before transitioning to CES role.