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
• 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.
• Churn Prevention: Analyze customer usage and sentiment to proactively address risk factors, negotiate retention terms, and implement strategies to increase customer lifetime value (LTV).
• Feedback Loop:



Document detailed reasons for cancellations and present recurring trends and insights to Product, Sales, and Customer Success teams.
• Marketing Campaign Response & Engagement
• 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.
• Lead Qualification & Nurturing: Guide engaged campaign respondents toward relevant products, upgrade paths, or special promotions to drive upsell and cross-sell opportunities.
• 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.
• Core Customer Support Operations: Maintain high standards of response quality, issue resolution speed, and overall customer satisfaction (CSAT).
• Maintain complete and accurate record-keeping of

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