Senior Specialist, High Value Customer

About the role

The HVC Specialist delivers a best-in-class customer experience for high-value customers by combining deep subject-matter expertise, proactive engagement and strategic relationship management. The role goes beyond traditional customer support: it drives business outcomes, fosters customer loyalty and ensures operational excellence, increasing customer lifetime value and brand advocacy.

Key responsibilities

• Act as a trusted advisor for high-value customers, offering personalized support across email, phone and chat, and proactively reach out with solutions, tips or updates.
• Monitor customer behavior and signals to prevent churn and spot upsell or cross-sell opportunities.
• Own escalated, complex or sensitive issues, resolving them quickly and coordinating with support, operations, design and escalation teams.
• Represent the voice of high-value customers to leadership, giving regular feedback to improve the customer journey.
• Meet performance KPIs such as CSAT, NPS, AHT and FCR, and document interactions in the CRM.
• Identify and remove workflow inefficiencies, manage time and multitask in a fast-paced, omnichannel environment.
• Onboard new high-value customers, run check-ins, and run retention strategies for at-risk accounts.
• Track service metrics, analyze feedback and recommend improvements, and share client success stories with teams.
• Work with design and other teams on custom solutions, attend quality review meetings, and optionally mentor colleagues.

Required profile

• 2-3 years of experience in a multi-channel customer service environment.
• Proven ability to deliver exceptional customer experiences and manage high-value customer relationships.
• Excellent verbal, written and conversational English, with strong listening skills and attention to detail.
• Ability to work varied shifts and adapt to evolving tools and expectations.