SQUIRE

1 Job

236 Employees

About the Company

SQUIRE is the world’s leading and fastest-growing software technology platform for barbershops, a hundred-billion-dollar global industry. We provide a one-stop solution that helps small business entrepreneurs run and grow their businesses.

SQUIRE is also the premiere booking engine that connects people with great barbers nationwide. We make it easy to discover and book the best barbers wherever you are, in just a few taps.

With headquarters in New York and a presence in major cities in the United States, U.K. and Canada, SQUIRE has quickly become a market leader in technology solutions for the barbershop industry.

SQUIRE is currently a Series D company and has raised over $165M to date.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

Listed Jobs

Company Name: SQUIRE
Job Title: Customer Experience Specialist
Job Description: **Job Title:** Customer Experience Specialist **Role Summary:** A retention-focused support professional responsible for reducing churn, mitigating downgrades, and driving product adoption for a SaaS platform used by barbers and shop owners. The role requires deep product knowledge, consultative guidance, outbound and inbound engagement, and cross-functional collaboration to convert risk situations into revenue retention or upsell opportunities. **Expectations:** - Handle high-volume cancellation, downgrade, and escalation requests with a proactive save strategy. - Deliver effective product training and adoption outreach to new and existing users. - Meet and exceed customer retention metrics, acquisition conversion rates, and time‑to‑resolution goals. - Participate in program improvement by providing feedback on automation and workflow optimizations. **Key Responsibilities:** 1. Manage inbound and outbound cancellation, downgrade, and upgrade/customer‑training requests. 2. Identify root causes of churn risks; design and execute tailored save or upsell strategies within policy and commercial guidelines. 3. Conduct post‑upgrade or post‑onboarding follow‑ups to accelerate feature adoption and reduce churn. 4. Translate product capability into value‑based conversations, acting as the primary source of product expertise. 5. Deliver ad‑hoc video‑based training sessions via virtual meeting platforms. 6. Promote and reinforce self‑service knowledge resources. 7. Collaborate with Support, Success, Product, and Ops teams to refine retention, upgrade, and adoption workflows. 8. Provide actionable trend analysis and escalation handling improvement recommendations. **Required Skills:** - 2+ years of SaaS or SMB customer support/experience or success experience in a pooled or high‑volume environment. - Proven ability to handle objections, negotiate retention, and navigate cancellation/downgrade scenarios. - Strong product aptitude; can explain workflows, features, and outcomes clearly. - Comfortable delivering virtual training and using video conferencing tools. - Analytical mindset for trend detection and solution recommendation. - Excellent written and verbal communication; adept at building customer relationships. - Familiar with CRM and digital customer‑experience tools. **Required Education & Certifications:** - Bachelor’s degree in Business, Marketing, Communications, or related field (preferred). - No specific certifications required; relevant training in customer support, SaaS, or consulting is advantageous.