Teammate

Taskus; Bhopal, Indore District; Hybrid; INR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive compensation

Health benefits

Career growth

Remote hardware support

Job summary

TaskUs is seeking a Customer Support Specialist (Retention) to defend loyalty by turning dissatisfied customers into advocates. You will listen, empathize, and negotiate to retain subscriptions while protecting profitability.

Role requires 1–3 years in customer service; familiar with CRM tools; strong communication; and the ability to log feedback for product teams. This is a fast-paced role with clear performance metrics and opportunities for growth.

Qualifications

• 1–3 years of customer service or retention experience.
• Excellent written and verbal communication in tense situations.
• CRM experience (Zendesk/Salesforce/Freshdesk) preferred.
• Bachelor's degree is a plus.

Responsibilities

• De-escalation & Retention: Handle inbound calls, chats, or emails from customers looking to cancel their subscriptions, with the goal of maintaining their business.
• Root-Cause Analysis: Listen to customer feedback to identify underlying pain points and address them directly.
• Negotiation & Value Delivery: Present targeted offers, incentives, tier adjustments, or custom solutions to retain customers while protecting profitability.
• Product Expertise: Maintain understanding of product offerings, pricing tiers, features, and policies to articulate value propositions.
• Process Improvement: Log granular details of customer feedback to help internal teams fix churn drivers.
• Target Performance: Meet or exceed Retention Rate, FCR, AHT, and CSAT metrics.

Skills

Active listening

Empathy

Negotiation

Problem solving

Communication skills

Adaptability

Education

High School Diploma or equivalent

Bachelor's degree (nice to have)

Tools

Zendesk

Salesforce

Freshdesk

Job description

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