Escalations Specialist

About the Job

As a Customer Experience & Retention Specialist, you’ll play a critical role in helping customers feel confident in their decision to choose Daybreak. You’ll manage post-sale conversations, proactively address concerns, and work to retain customers when questions, hesitation, or friction arise.

You’ll serve as an advocate for both the customer and the business, ensuring customers receive thoughtful, timely support while helping Daybreak build a stronger and more effective customer journey.

What You’ll Do

• Own the post-sale experience: Serve as a trusted point of contact for customers following purchase, ensuring a smooth transition from Sales into the broader customer experience.

• Build customer confidence: Answer questions, clarify expectations, and provide thoughtful guidance that helps customers feel informed and confident in their decision.

• Drive retention: Engage with customers who are uncertain, hesitant, or considering changing course, understand their concerns, and help identify solutions that allow them to confidently move forward with Daybreak.

• Resolve friction: Quickly identify and address misunderstandings, concerns, or unexpected challenges that could negatively impact the customer relationship.

• Partner across teams: Work closely with Sales, Customer Service, Operations, and other internal teams to ensure customers receive clear, consistent information and a seamless experience.

• Ensure strong sales-to-service handoffs: Make sure important information from the sales process is accurately communicated and carried through into the post-sale experience.

• Advocate for the customer: Listen closely to customer feedback and bring recurring questions, concerns, and pain points back to internal teams.

• Own outcomes: Take accountability for moving customer situations forward rather than simply passing issues between teams.

• Identify opportunities: Recognize patterns in customer questions, hesitation, and feedback and partner cross-functionally to improve the customer journey.

• Create a premium customer experience: Represent Daybreak with empathy, urgency, confidence, and sound judgment across every interaction.

What We’re Looking For

• 2–3+ years of experience in customer success, customer experience, account management, sales, retention, or another highly customer-facing role

• Exceptional verbal and written communication skills, with the ability to explain complex or confusing information clearly

• Strong relationship-building instincts and a genuine customer-first mindset

• Commercially savvy, with an understanding of how customer experience and retention impact business outcomes

• Comfortable navigating sensitive, high-stakes, or emotionally charged customer conversations

• Persuasive and confident without being overly transactional or aggressive

• Highly resourceful and solutions-oriented; you naturally look for ways to move situations forward

• Strong cross-functional instincts and the ability to build trust with Sales, Customer Service, and Operations

• Excellent judgment and the ability to balance customer needs with business objectives

• Comfortable working in a fast-paced environment where priorities can shift quickly

• Someone who takes ownership and doesn't wait for someone else to solve the problem

• Salesforce experience preferred

How We’ll Measure Success

Success in this role will be measured by your ability to create a strong post-sale experience while helping customers confidently move forward with Daybreak.

Key areas of focus will include:

• Customer retention: Successfully retaining customers who express hesitation, concerns, or an intent to discontinue

• Customer experience: Delivering timely, thoughtful, and effective support throughout the post-sale journey

• Resolution effectiveness: Resolving customer concerns efficiently while maintaining a high standard of customer care

• Sales-to-service handoff: Ensuring customers experience a seamless transition from Sales into the post-sale experience

• Customer insights: Identifying recurring customer questions, concerns, and friction points and helping internal teams improve the overall journey

• Cross-functional partnership: Building strong relationships with Sales, Customer Service, and Operations to improve customer outcomes

Qualifications

• 2–3+ years of experience in customer success, customer experience, account management, sales, retention, or a similar customer-facing role

• Demonstrated ability to build relationships and navigate challenging customer conversations

• Experience influencing customer decisions, managing objections, or driving retention is strongly preferred

• Exceptional communication skills, both verbal and written

• Ability to communicate cross-functionally and effectively advocate for customer needs

• Strong problem-solving and judgment skills

• Salesforce proficiency preferred

Daybreak is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees and to maintaining an inclusive workplace free from discrimination and harassment.