Support Specialist - Retention (German/English)

TL;DR

Support Specialist - Retention (Customer Support): Managing high-stakes phone, chat, and email conversations to convert cancellation requests into retention outcomes with an accent on value-based negotiation and objection handling. Focus on identifying churn patterns and resolving complex customer scenarios to improve retention rates.

Location: Remote from Germany

Company

Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

What you will do

• Lead high-stakes phone, chat, and email conversations to convert cancellation requests into retention outcomes.
• Use discovery skills to find out why customers are leaving and handle objections.
• Identify patterns behind customer churn and surface insights for retention strategies and product improvements.
• Assess and resolve multi-series or nuanced scenarios, balancing efficiency with customer-centric decision-making.

Requirements

• Native-level German and fluent English.
• Experience with phones, chats, and emails, with the emotional intelligence to de-escalate and build trust.
• Strong discovery, objection-handling, and resistance-management skills.
• Comfortable operating across product lines with foundational technical/product understanding.

Culture & Benefits

• Lightspeed is committed to creating an inclusive and barrier-free workplace.
• Lightspeed welcomes and encourages applications from people with disabilities.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.
• The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.