SQUIRE is seeking a Customer Experience Specialist (CES) to reduce churn and downgrades by engaging customers at critical moments, such as cancellation requests, downgrade inquiries, escalations, and identified product adoption gaps. The CES will partner 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.
Requirements
- 2+ years in Support, Customer Success, or Customer Experience (preferably in SaaS or SMB environments)
- Fluency in verbal and written communication in Spanish
- 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
Benefits
- Base salary ($65,000) + Bonus (10%)
- New hire stock grant
- 100% employer-paid medical/dental/vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
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