Support Specialist - Retention (m/w/d) at Lightspeedhq

Hey, thanks for stopping by! 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. Your Toolkit • 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. What Success Looks Like • Higher Retention: Tangible "save" rates across all product series. • Judgment & Independence: Solving issues at the source rather than transferring to Tech or Support. • Consistency: Confident, high-value conversations that leave at-risk customers feeling heard and helped. We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! #LI-RA3 To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are 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. Where to from here? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. Who we are: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our Applicant Privacy Statement.