About TaskUs TaskUs is a provider of outsourced digital services and next-generation customer experience to the worlds most innovative companies. We create hyper-efficient, tech-enabled solutions that protect and scale brands. At TaskUs, we put people first. We pride ourselves on creating a ridiculously good culture, offering industry-leading perks, and cultivating an environment where team members can thrive.
Role Overview As a Customer Support Specialist (Retention), you are the frontline defender of customer loyalty. Your primary mission is to turn dissatisfied, at-risk, or canceling customers into long-term brand advocates. You will combine active listening, empathy, problem-solving, and negotiation to understand why customers want to leave and present tailor-made solutions to keep them.
Key Responsibilities

- De-escalation & Retention: Handle inbound calls, chats, or emails from customers looking to cancel their subscriptions, accounts, or services with a goal of maintaining their business.

- Root-Cause Analysis: Actively listen to customer feedback to identify underlying pain points (pricing, technical issues, service gaps) and address them directly.

- Negotiation & Value Delivery: Present targeted offers, incentives, tier adjustments, or custom solutions to retain customers while keeping company profitability in mind.

- Product Expertise: Maintain an in-depth understanding of product offerings, pricing tiers, features, and policies to clearly articulate value propositions.

- Process Improvement: Log granular details of customer feedback to help internal teams (Product, Sales,



Support) fix systemic churn drivers.

- Target Performance: Meet or exceed key metrics, including Retention Rate, First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).

Qualifications & Requirements

- Experience: 1-3 years of customer service or retention experience (BPO/outsourcing experience preferred).

- Communication: Exceptional written and verbal communication skills; ability to maintain a calm, empathetic, and persuasive tone during tense situations.

- Problem-Solving: Critical thinker who can navigate complex scenarios and negotiate win-win solutions quickly.

- Technical Aptitude: Comfortable working with CRM platforms (Zendesk, Salesforce, Freshdesk, etc.) and handling multiple tools/screens simultaneously.

- Adaptability: Ability to thrive in a fast-paced environment with evolving priorities and performance metrics.

- Education: High School Diploma or equivalent required; Bachelors degree is a plus.

Why TaskUs?

- People-First Culture: Consistently recognized as a top workplace for employee engagement and wellbeing.

- Competitive Compensation: Attractive base pay, performance bonuses, and comprehensive health benefits.

- Career Growth: Clear pathways for promotion into leadership, quality assurance, or training roles.

- Contemporary Work Environment: Top-tier hardware support for remote workers and world-class office spaces for on-site teams.

- In case you are interested or want to refer someone please contact on - (phone hidden) ( Kajal Thapa)

📌 Teammate (Bhopal)
🏢 TaskUs
📍 Bhopal