Customer Experience Specialist

WHO WE ARE SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue. Founded in 2015, SQUIRE is trusted by more than 30,000 barbers across 5,000+ shops in more than a thousand cities worldwide. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs. For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.   SUMMARY The Customer Experience Specialist (CES) is a retention-focused, pooled customer support role. The primary objective of the role 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.  REPORTS TO Manager, Technical Customer Support