Customer Success Specialist (Outbound/retention)

A Customer Success Specialist at Booksy is primarily responsible for ensuring customer satisfaction and loyalty. This involves preventing churn, conducting upsell activities, providing tool assistance, managing payment issues, and performing customer reactivations. You’ll also conduct satisfaction surveys to assess service quality and propose enhancements to retention practices.

To succeed as a Customer Success Specialist at Booksy, you should have experience in customer success or similar roles. Excellent communication skills, a strong customer-oriented mindset, and the ability to negotiate and listen effectively are essential. Familiarity with tools like Salesforce, Zowie, and Google Suite is a plus, alongside a conversational level of English for effective communication within our globally distributed team.

Yes, the Customer Success Specialist role at Booksy offers hybrid work options. You'll enjoy the flexibility of working from home while also having the opportunity to collaborate with colleagues in our Granada office, making it a great balance between community and flexibility.

As a Customer Success Specialist at Booksy, you can expect a generous holiday allowance of 23 days plus public holidays, access to a wellness platform, a monthly benefit for services within our app, online English classes, and medical and dental insurance paid by the company. We truly care about the well-being of our team members!

At Booksy, diversity and inclusion are at the core of our values. We strive to create an inclusive environment and welcome applicants from all backgrounds. We also provide support for any accessibility needs during the interview process, ensuring that all candidates are fairly considered.

In preparing to answer this question, think back on your experience and choose a specific instance where your actions directly influenced a customer's decision to stay. Highlight the methods you employed to understand their concerns, how you addressed those issues, and the positive outcome that resulted from your intervention.

Showcase your organizational skills by discussing your approach to task prioritization. Explain how you assess urgency versus importance, perhaps by keeping a list of client needs or using project management tools, and outline how this helps you maintain a high level of customer satisfaction.

Discuss specific techniques you would use to identify upsell opportunities, such as understanding customer needs and presenting relevant solutions. Share an example where you successfully upsold to a client by aligning your product features with their goals and explaining the increased value they would receive.

Use the STAR method (Situation, Task, Action, Result) to provide a structured response. Remember to express empathy and demonstrate your process for resolving issues, as well as how you would follow up to ensure the customer's needs have been met satisfactorily.

In your response, list relevant tools you're experienced with, such as Salesforce or Google Suite, and provide specific examples of how you've used these tools to enhance customer engagement, increase retention, or analyze client feedback for improvements.

Share your approach to designing and distributing surveys, as well as how you analyze feedback. Discuss how you would utilize this feedback to suggest improvements in customer service and ultimately enhance retention efforts.

Focus on aspects such as trust, communication, and understanding client needs. Describe how you foster these qualities through regular check-ins, active listening, and personalized support.

Discuss techniques you employ to maintain motivation, such as reframing challenges as opportunities for problem-solving or reflecting on past successes. Share any personal strategies for managing stress during high-pressure situations.

Choose a relevant scenario where flexibility was key to your success. Explain how you recognized the need for a different approach and your thought process behind it, including the positive resolution that stemmed from this adaptability.

Illustrate how collaboration with colleagues can enhance customer experiences. Provide examples of how working together can lead to innovative solutions, better service delivery, and the sharing of best practices in achieving retention goals.