Job Overview

We are seeking a proactive, empathetic, and results-driven Customer Support Specialist with a dedicated focus on Customer Retention and Marketing Response Management. In this role, you will be the front line of defense against churn, turning cancellation requests into opportunities to rebuild trust and retain valuable customers. Additionally, you will serve as a key bridge between Customer Support and Marketing by directly managing, analyzing, and responding to customer inquiries and engagement stemming from marketing campaigns.

Key Responsibilities

1. Retention & Cancellation Management: Handle Cancellation Requests: Engage directly with customers attempting to cancel services, identifying root causes, understanding their pain points, and presenting tailored value propositions or save offers.
2. Churn Prevention: Analyze customer usage and sentiment to proactively address risk factors, negotiate retention terms, and implement strategies to increase customer lifetime value (LTV).
3. Feedback Loop: Document detailed reasons for cancellations and present recurring trends and insights to Product, Sales, and Customer Success teams.
4. Marketing Campaign Response & Engagement
5. Campaign Support: Handle inbound inquiries, feedback, and customer reactions across multiple channels (email, chat, social media) triggered by marketing initiatives, promotional campaigns, and product announcements.
6. Lead Qualification & Nurturing: Guide engaged campaign respondents toward relevant products, upgrade paths, or special promotions to drive upsell and cross-sell opportunities.
7. Cross-Functional Collaboration:



Partner closely with the Marketing team to maintain consistent messaging, stay updated on upcoming promotions, and report on customer sentiment following campaign rollouts.
8. Core Customer Support Operations: Maintain high standards of response quality, issue resolution speed, and overall customer satisfaction (CSAT).
9. Maintain complete and accurate record-keeping of all customer interactions, retention outcomes, and campaign responses in the CRM.

Qualifications & Requirements:

1. Experience: 2–4+ years of customer support or customer service experience, with a proven track record specifically in customer retention, cancel/save handling, or churn reduction.
2. Communication Skills: Exceptional verbal and written communication skills with solid active listening capabilities.
3. Negotiation & Persuasion: Strong problem-solving abilities with a diplomatic, empathetic, and persuasive edge in high-friction customer scenarios.
4. Marketing Awareness: Prior experience supporting marketing campaign rollouts, lead inquiries, or campaign feedback management.
5. Technical Proficiency: Hands-on experience with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and customer messaging tools.
6. Data-Driven Mindset:



Comfort with tracking key performance indicators such as Save Rate, CSAT, First Contact Resolution (FCR), and Campaign Engagement Rates.

Who should NOT apply

This is a highly customer-facing voice role that requires energy, confidence, empathy, ownership, and strong communication. This role may not be a good fit for you if:

- You speak in a consistently low, disengaged, or sleepy tone and are uncomfortable bringing energy and warmth to customer conversations.
- You approach customer support as simply completing assigned tasks rather than understanding and solving the customer's actual problem.
- You struggle to recognize customer pain points, friction, or opportunities to improve the customer experience.
- You don't know when an issue should be handled independently versus escalated to a manager or senior leadership.
- You prefer waiting for instructions instead of taking ownership, investigating problems, and proactively communicating what you find.
- You are uncomfortable with a role where your voice, personality, confidence, and ability to build rapport directly affect the customer experience.
- You cannot maintain a professional, well-lit, distraction-free work-from-home setup suitable for customer calls. This includes working from a space where others are sleeping or where you cannot speak clearly and confidently.

We are looking for someone who sounds alert, engaged, approachable, confident, and genuinely interested in helping customers, not someone simply looking to complete a shift.

📌 Customer Support Specialist – Retention & Marketing Operations (India)
🏢 BPRJ
📍 India