Retention and Enablement Specialist

Cue AI-powered customer service platform that helps Customer Service, Sales, and Marketing teams have better conversations with their customers. Cue offers customer support software, our mission is to make customer service amazingly good! We do this by offering customers an omni channel solution (WhatsApp (being the most popular), Web and FaceBook Messenger) with four underlying products: Live Chat, Chatbots, Broadcasts and AI Agents.

Responsibilities:

* Develop a deep understanding of client needs, proactively identifying pain points and resolving issues effectively

* Deliver refresher training sessions to reinforce product knowledge and best practices

* Conduct regular client check-ins to assess feature usage, adoption, and overall account health

* Monitor and analyse product usage, guiding clients to maximise value from Cue’s features

* Provide hands-on troubleshooting, including diagnosing technical and operational issues

* Manage and escalate complex client issues in line with internal processes, ensuring timely resolution

* Ensure delivery of solutions within agreed SLAs, maintaining high levels of client satisfaction

* Assist with client onboarding and implementation, both remotely and onsite where required

* Assist clients with integration requests and technical setup guidance

* Collaborate with Customer Success, Operations, and Sales teams to deliver a seamless client experience

* Contribute to low churn and high retention through proactive engagement and support

* Continuously upskill on internal tools, systems, and evolving platform capabilities

Requirements:

* Diploma or degree in relevant field

* Customer-facing experience is vital

* 3+ years’ experience

* Proven ability to manage client relationships and deliver high-quality support

* Strong troubleshooting and problem-solving skills, with a hands-on approach

* Experience delivering training, onboarding, or client enablement

* Ability to manage multiple priorities and work effectively in a remote environment

The perks:

* Remote work - Work remotely

* Unlimited leave - Take leave when you need with our unlimited leave policy.