Customer Care Specialist

What You’ll Do

• Own customer retention and off-boarding cases from creation through closure in HubSpot
• Conduct structured discovery conversations to understand customer intent and risk
• Clearly communicate contract obligations and off-boarding details to customers
• Determine and execute the appropriate resolution paths
• Build and document success plans for retention cases with clear next steps and timelines
• Ensure off-boarding cases are closed accurately and on time, with complete billing and contract documentation
• Maintain high-quality CRM hygiene to support accurate churn reporting and forecasting
• Collaborate cross-functionally with Customer Success, Support, Finance, Operations, and Product as needed
• Escalate risks, blockers, or exceptions appropriately and in alignment with policy

What Success Looks Like

• Customers experience clear, empathetic, and professional communication during high-risk moments
• Move cases efficiently through defined stages without stagnation
• Forecasting, billing, and contract data are accurate and reliable for downstream teams
• Managers and partners can trust case documentation without rework

What You'll Bring

• 2+ years experience in Customer Support, Retention, Customer Success Operations, or a related function
• Strong written and verbal communication skills
• Experience working in a CRM or ticketing system (HubSpot preferred)
• Ability to interpret and explain contract or billing terms to customers
• High attention to detail and comfort managing multiple active cases
• Ability to remain calm, empathetic, and professional in sensitive customer situations

Compensation

Total target cash compensation (TTCC) range is $90,000–$120,000 USD (includes base and variable compensation). Other benefits include stock options, unlimited PTO, and up to 100% coverage on medical, vision, and dental insurance.