Escalations Specialist

Daybreak•Los Angeles, CA

About The Position

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.

Requirements

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
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
Exceptional communication skills, both verbal and written
Ability to communicate cross-functionally and effectively advocate for customer needs
Strong problem-solving and judgment skills

Nice To Haves

Salesforce experience preferred
Experience influencing customer decisions, managing objections, or driving retention is strongly preferred
Salesforce proficiency preferred

Responsibilities

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.