Customer Care Specialist

Customer Care Specialist for a fast-growing SaaS company serving the US residential real estate market. You'll support existing customers with account, billing, and product concerns while helping resolve issues and retain customers who are considering cancellation or downgrade.

Key responsibilities

• Handle inbound customer concerns, cancellation, and downgrade requests
• Understand the underlying reasons behind customer churn
• Recommend approved solutions such as plan changes, pauses, discounts, or additional support
• Handle billing and product-related questions
• De-escalate difficult conversations and maintain a positive customer experience
• Document customer interactions, save attempts, and outcomes in the CRM
• Identify recurring customer concerns and churn trends
• Work with internal teams when issues require further assistance

About you

• 1–3 years of experience in customer service, customer retention, win-back, or similar roles
• Experience handling cancellation or retention conversations is preferred
• Strong communication, negotiation, and de-escalation skills
• Customer-focused and empathetic approach
• Experience using CRM or ticketing systems
• SaaS or subscription-based business experience is a plus
• Experience supporting US customers is preferred