Customer Support & Retention Specialist

Inbound Customer Care (U.S. Market)

About the Role

We are looking for clear-speaking, empathetic, and driven customer support & retention specialists to join our inbound call centre team. In this role, you will be the direct line of support for our customers based in the United States.

Your main goal is to deliver excellent service, listen to customer needs with genuine empathy, resolve their complaints, and help keep them as long-term customers. Beyond just answering questions, you will use smart problem-solving skills to turn difficult situations into positive experiences and naturally introduce renewal options or helpful sales discussions to drive business growth.

What You Will Do (Key Responsibilities)

- Handle Inbound Calls: Answer incoming phone calls from U.S.-based customers professionally and politely.
- Show Empathy: Listen actively and show real care to customers who are frustrated, upset, or facing issues with their accounts.
- Retain Customers: Work hard to keep customers who are thinking about cancelling by finding creative solutions that meet their needs.
- Manage Renewals: Help customers renew or extend their services smoothly, making sure they understand the value they are getting.
- Solve Problems:



Identify the root cause of customer issues and provide fast, clear solutions.
- Support Business Growth: Blend natural sales conversations into your calls when it makes sense, helping the company hit retention and revenue targets.

What We Are Looking For (Requirements)

- Robust English Skills: At least a B2 level of English proficiency (Upper-Intermediate). This means you can speak clearly, understand American accents easily, and handle complex conversations without hesitation.
- Empathy & Soft Skills: You genuinely care about helping people and can keep a calm, positive, and friendly tone during tough calls.
- Problem-Solving Ability: You can think on your feet, figure out customer issues, and provide accurate answers.
- Sales & Retention Mindset: You are comfortable talking about money, handling objections, and encouraging customers to stay or upgrade.
- Experience (Preferred): Prior experience in an inbound call centre, customer service, or a sales-focused role is a plus.

What We Offer

- Competitive base salary with performance bonuses for retention and sales success.
- Comprehensive paid training to set you up for absolute confidence on the phones.
- A supportive, professional, and growth-orientated team environment.

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