We are looking for a Customer Success Specialist to join Brick & Bolts Customer Success team. This role is focused on customer retention and cancellation handling. You will engage with customers who are considering cancelling or have raised a cancellation request, understand their concerns, and work with internal teams to resolve issues and retain them wherever possible. The ideal candidate is empathetic, a transparent communicator, and motivated to turn at-risk customers into satisfied ones.
Key Responsibilities
- Handle cancellation requests via calls, chats, emails and tickets, following defined SOPs and policies.
- Drive customer retention by understanding root causes and offering suitable solutions to retain customers.
- Reach out proactively to at-risk customers (delays, dissatisfaction, unresolved issues)
to prevent churn.
- Resolve queries and escalations in a timely and effective manner.
- Coordinate with Sales, Design and Operations to resolve issues that are driving cancellations.
- Maintain accurate records in the CRM/ticketing tool for all cancellation, refund and retention workflows.
- Track and report cancellation reasons, retention rate and recurring issues to the team lead.
- Be the voice of the customer by sharing insights and feedback with other departments to help reduce churn.
- Meet individual targets on retention rate, C-SAT, first response time (FRT) and resolution time.