Customer Advocacy & Retention Specialist

Moego Inc.

Job Overview

Location

CAD Remote

Job Type

Full-time

Full Job Description

📋 Description

• The Customer Advocacy & Retention Specialist at MoeGo plays a critical role in safeguarding customer relationships during high-stakes moments such as cancellation requests, public community discussions, and online reviews—ensuring that dissatisfaction does not lead to churn or reputational harm by acting as a calm, credible, and empathetic voice of the brand.
• Day to day, the specialist will conduct proactive outreach to customers expressing cancellation intent to diagnose root causes of dissatisfaction, reconnect them with product value, and collaborate with Support, Onboarding, and Product teams to resolve underlying issues; they will serve as the primary representative in MoeGo’s customer Facebook community by answering product questions, clarifying functionality, addressing misinformation, and de-escalating emotionally charged discussions while surfacing recurring feedback trends; they will manage MoeGo’s reputation across public review platforms including Google Reviews, G2, Trustpilot, and Capterra by crafting thoughtful, empathetic, and professional responses to both positive and negative feedback that reinforce brand credibility and clarify misunderstandings; and they will track and document retention outcomes, churn drivers, and sentiment patterns to inform internal teams and improve customer experience strategies.
• The specialist will join MoeGo’s Customer Support department and report directly to the Head of Support, working within a mission-driven team dedicated to empowering pet-care entrepreneurs—many of whom are first-time business owners and over 80% women—by providing technology solutions that reduce administrative burden so they can focus on pet and pet parent happiness.
• In this role, the individual will develop deep expertise in SaaS product consultation, emotional intelligence in customer engagement, and brand reputation management, gaining the ability to turn challenging interactions into opportunities for trust-building, retention, and product advocacy while contributing directly to MoeGo’s mission of transforming the pet care industry through technology and compassion.

🎯 Requirements

• Exceptional written communication skills with the ability to convey empathy, clarity, and professionalism, especially in emotionally charged or public-facing interactions.
• Strong emotional intelligence and de-escalation abilities, including remaining calm under pressure, acknowledging customer concerns constructively, and guiding conversations toward positive outcomes.
• Demonstrated product fluency in understanding and explaining SaaS functionality, diagnosing user confusion, and translating technical concepts into accessible language for non-technical audiences.
• Proven experience in consultative retention conversations, including asking insightful questions to uncover root causes of dissatisfaction and effectively reconnecting customers with product value during cancellation or policy discussions.
• Comfort representing a brand in public environments such as social media communities and review platforms, with a commitment to maintaining brand integrity while responding transparently and empathetically.

🏖️ Benefits

• Competitive compensation package including base salary and performance bonus.
• Flexible benefit plans for employees and their family members at no cost to the employee.
• 401(k) matching to support long-term financial wellness.
• Fully remote work arrangement based in Canada, enabling flexibility and work-life balance.
• Opportunity to work in a purpose-driven company focused on empowering women-led small businesses in the pet care industry.

Skills & Technologies

Express

Remote

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Moego Inc.

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About Moego Inc.

Moego is a cloud-based practice management platform designed for pediatric healthcare providers. It offers scheduling, billing, charting, secure messaging, telehealth, and parent engagement tools in one HIPAA-compliant system. The software supports multi-location practices, automates administrative workflows, and integrates with labs, clearinghouses, and payment processors. Real-time dashboards track metrics, while mobile apps give families access to forms, visit summaries, and payment options. Founded in 2014 and headquartered in Los Angeles, Moego serves thousands of pediatric dentists, orthodontists, and pediatricians across the United States.

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