Customer Experience Specialist (Spanish Bilingual)

1 hour, 32 minutes ago
Full-time
Junior
Customer and Technical Support
SQUIRE

SQUIRE

SQUIRE provides a comprehensive barbershop management system that streamlines operations, enhances customer retention, and boosts revenue through features like automated commission flow, simplified booking and payments, and insightful reporting.

Internet Software & Services
51-250
Founded 2015
$167M raised

Description

  • Handle inbound cancellation and downgrade requests and execute save strategies within policy and commercial guardrails.
  • Engage escalated customers at risk of churn due to product confusion, value concerns, or operational friction.
  • Support inbound upgrade requests and help customers understand plan value and feature differences.
  • Conduct follow-up outreach after upgrades to encourage early adoption and reduce post-purchase churn.
  • Provide consultative, outcome-oriented guidance on how customers are getting value from the SQUIRE platform.
  • Deliver ad hoc video-based training sessions for new employees, customers upgrading plans, or customers adding features.
  • Reinforce self-service resources and best practices to reduce future friction and support dependency.
  • Partner with Support, Customer Success, Product, and Operations to improve save motions, upgrade experiences, and adoption workflows.
  • Share feedback on opportunities to use automation to replace or augment manual outreach.
  • Complete a minimum 3-month Tier I Support period before transitioning fully into the CES role and demonstrate strong troubleshooting, escalation management, and customer interaction performance.

Requirements

  • 2+ years of experience in Support, Customer Success, or Customer Experience, preferably in SaaS or SMB environments.
  • Fluency in spoken and written Spanish.
  • Experience managing a high-volume book of business in a pooled or scaled environment.
  • Strong retention and objection-handling experience.
  • Strong product aptitude with the ability to explain workflows, features, and outcomes clearly without relying on Tier 2 for standard questions.
  • Confidence delivering customer training via Google Meets or similar tools.
  • 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 of $65,000 plus a 10% bonus.
  • New hire stock grant.
  • 100% employer-paid medical, dental, and vision insurance for employees and dependents.
  • 401(k) plan with company contribution.
  • Generous PTO policy.
  • Parental leave policy.
  • Remote full-time work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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