The Retention (Escalations) Specialist will handle customer cancellation requests, resolve escalated issues, analyze churn patterns, and collaborate cross-functionally for improved workflows.
🐶 Our mission
🚀 The opportunity
💻 The role
🛠 What you’ll do
💡What we're looking for
🌟 Bonus points for
💖 Why you should join Snout
❌ Why you should NOT apply
💸 Compensation
⚕️Benefits
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
Snout is one of the fastest growing wellness plan providers in the veterinary space, trusted by clinics across the U.S. We’re a small but mighty startup team of <30 employees. We’re on the lookout for an experienced and Retention (Escalations) Specialist based in the Texas or Georgia area to help support our clients with their wellness plans and payments.
At Snout, we’re looking for someone as a Retention (Escalations) Specialist, who thrives on solving tough customer challenges in a fast-moving tech environment. You’ll be the go-to for retention and escalated issues across phone, email, and chat, working directly with veterinarians and pet parents to turn problems into positive experiences. Your main objective will be to handle cancellation requests and be responsible for limiting churn. You’ll dig into complex cases, uncover root causes, and collaborate with product, operations, payments and support teams to implement solutions that make our workflows smarter and smoother. Clear, empathetic communication along with problem solving are your strengths, and even in tough situations, you’ll leave customers feeling supported.
This is more than a retention role; it’s a chance to grow with a fast-moving startup while helping shape the way we care for pets. You’ll track trends, document resolutions, and help build scalable processes that improve the entire support experience. If you’re proactive, empathetic, and energized by solving challenging problems in a tech-driven environment, we want you on our team!
Apply today and help Snout grow while making a lasting impact on pets and the people who love them.
Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
- Proactively engage with clients (pet owners) requesting cancellation, where auto-renewal is off, or who are at risk of churn
- Serve as the main point of escalation for retention issues that Customer Experience (CX) Specialists cannot resolve
- Partner with Clinic Success Managers (CSMs) and Marketing to ensure a holistic understanding and clear communication of the value proposition to clients
- Identify and analyze churn patterns, build remediation plans, and recommend improvements
- Work cross-functionally with CSMs, CX, and Marketing to close gaps and implement improvements
- Maintain detailed records of retention activities
- Provide weekly and monthly reports on retention, highlighting risks and opportunities
- 3+ years of experience in similar role and dealing with cancellations and escalations
- Strong problem solving skills, assertiveness, along with proven ability to overcome obstacles and drive resolution
- Empathy and emotional intelligence to manage sensitive or frustrated customers and handle high pressure situations calmly
- Strong verbal and written communication skills applicable to phone etiquette and email composition
- Comfort using and quickly learning technology like Microsoft Office, Google Suite, Slack, Notion, Linear, Fresh Desk, etc.
- Home office with reliable internet, webcam and microphone capabilities
- Flexibility to work weekend shifts and travel once a quarter
- Experience with tools like Slack, Notion or ticketing platforms like FreshDesk, Linear, etc.
- A proactive mindset and willingness to take ownership of issues from start to finish
- Desire and ability to work independently in a fast-paced environment
- Startup or technology company experience
- Veterinary clinic experience
- Fast growing, venture capital backed technology company focused on improving access to veterinary care
- Ability to have a meaningful impact from Day 1, where your voice and opinion matters
- Unlimited potential to grow in your career, learn and expand your skillsets
- Collaborative, flexible, and friendly culture
- You aren't based in the Michigan, Texas or Georgia area
- You don’t have a quiet home office with reliable internet, webcam and microphone capabilities and need in person community
- A fast-moving, startup culture feels overwhelming to you
- You don’t enjoy helping clients and can’t handle dealing with negative or difficult clients
- You’re uncomfortable juggling multiple priorities and wearing multiple hats
- You aren’t comfortable with ambiguity and figuring things out as you go
- You don’t live near an airport, have the flexibility to travel or to work weekend shifts as needed
- $50 000 - $55 000 base salary / $65 000 OTE (~$10 000 bonus)
- Day 1 medical/dental/vision benefits
- Flexible time off + 11 Snout calendar holidays
- Paid parental leave
Top Skills
Fresh Desk
Google Suite
Linear
MS Office
Notion
Slack
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