Location: Remote (Canada)

Department: Customer Support

Reports to: Head of Support

About MoeGo 🐾

MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.

Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

Role Purpose:

The Customer Advocacy & Retention Specialist protects and strengthens MoeGo's customer relationships in moments where trust, perception, or retention is at risk.

This role sits at the intersection of customer retention, community engagement, and brand reputation management. The specialist acts as a calm, credible voice of MoeGo across public and private customer interactions.

They must be capable of navigating emotionally charged situations, translating customer concerns into productive conversations, and reinforcing the value of the platform through thoughtful communication and strong product understanding.

This role is responsible for ensuring that customer dissatisfaction does not escalate into unnecessary churn or reputational damage.

Why This Role Exists

MoeGo interacts with customers across multiple environments where perception can quickly influence trust and retention, including:

• Cancellation requests

• Public community discussions

• Public review platforms

• Emotionally escalated customer situations

These environments require a specialized skill set that combines product expertise, emotional intelligence, and brand communication. The Customer Advocacy & Retention Specialist ensures that MoeGo is represented thoughtfully and professionally in these moments.

Core Responsibilities:

1. Customer Retention & Churn Recovery

Engage customers who express cancellation intent or demonstrate churn risk.

Responsibilities include:

• Conduct outreach to customers requesting cancellation

• Diagnose root causes behind churn risk

• Reconnect customers with product value and available solutions

• De-escalate dissatisfaction and rebuild trust

• Collaborate with Support, Onboarding, and Product teams to resolve underlying issues when possible

• Track and document retention outcomes and churn drivers

This work requires consultative communication and thoughtful problem solving rather than transactional support responses.

2. Customer Community Engagement

Serve as the primary MoeGo representative within the customer Facebook community.

Responsibilities include:

• Answer product questions and provide guidance

• Clarify product functionality and best practices

• Address misinformation or confusion around product updates or compliance requirements

• De-escalate emotionally reactive discussions

• Maintain constructive and professional dialogue within the community

• Surface recurring feedback or sentiment trends internally

The goal is to foster a helpful and stable community environment while reinforcing confidence in MoeGo.

3. Public Review Response & Reputation Management

Represent MoeGo across public review platforms including:

• Google Reviews

• G2

• Trustpilot

• Capterra

• Other industry review sites

Responsibilities Include:

• Respond to both positive and negative reviews

• Demonstrate empathy and professionalism in public responses

• Clarify misunderstandings when appropriate

• Reinforce MoeGo's commitment to customer success

• Protect brand credibility with prospective customers who read these reviews

Responses must balance transparency, empathy, and brand integrity.

Success Outcomes:

A successful Customer Advocacy & Retention Specialist will:

• Successfully recover a meaningful percentage of cancellation requests

• Maintain calm, productive conversations during escalated interactions

• Improve sentiment and clarity within the customer community

• Provide thoughtful responses to public reviews that reinforce MoeGo's credibility

• Surface patterns in churn drivers or customer frustration to internal teams

Required Qualifications:

Exceptional Written Communication

• Ability to communicate clearly, professionally, and empathetically

• Strong control of tone when responding to emotionally charged situations

• Comfort representing a brand in public environments

Emotional Intelligence & De-escalation

• Ability to remain calm in highly emotional conversations

• Skilled at acknowledging concerns while maintaining boundaries

• Capable of redirecting negative conversations toward constructive outcomes

Product Fluency

• Strong ability to understand and explain SaaS product functionality

• Comfortable diagnosing customer confusion or misuse of the product

• Ability to translate technical concepts into clear explanations

Consultative Retention Conversations

• Ability to ask thoughtful questions that uncover root causes of dissatisfaction

• Skilled at reconnecting customers with the value of the product

• Comfortable navigating difficult conversations about cancellations or policy

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.