[Hiring] Retention Support Specialist @Lightspeed Commerce

Role Description

We are looking for a persuasive, high-energy German/English-speaking Retention Specialist to join our growth-focused Save Desk team. Your mission starts when a customer is ready to walk away. You’ll step in as the final point of contact to understand their frustrations, tackle their toughest reasons for leaving, and show them exactly why staying with us is the best move for their business.

This Job is Remote from Germany.

The Role in a Nutshell

• The "Save" Expert: Take the lead on high-stakes phone, chat, and email conversations to flip cancellation requests into retention outcomes.
• Value-Based Negotiation: Use sharp discovery skills to find out why they’re leaving and handle objections like a pro— strong business acumen, high-level judgment and situational awareness.
• Churn Detective: Identify patterns behind customer churn and surface insights that help drive smarter retention strategies and product improvements.
• Complex Problem Solver: Quickly assess and resolve multi-series or nuanced scenarios, balancing efficiency with thoughtful, customer-centric decision-making.

Qualifications

• Native-level German and fluent English.
• A natural across phones, chats, and emails, with the emotional intelligence to de-escalate and build trust in challenging conversations.
• Strong discovery, objection-handling, and resistance-management skills.
• You thrive in complex scenarios and love the challenge of a difficult "save."
• Comfortable operating across product lines with foundational technical/product understanding.

Requirements

• Tangible "save" rates across all product series.
• Solving issues at the source rather than transferring to Tech or Support.
• Confident, high-value conversations that leave at-risk customers feeling heard and helped.

Benefits

• Inclusive and barrier-free workplace.
• Accommodations available on request for candidates taking part in all aspects of the selection process.