Job Description

Responsibilities:

Engage with US clients to understand their concerns, reasons for cancellation, and areas of improvement in the payment subscription services. Analyze data and feedback to identify churn trends and suggest actionable retention strategies. Collaborate with internal teams (product, sales, and support) to address client needs, resolve issues, and enhance customer experience. Conduct follow-ups with clients before renewal dates and proactively manage subscription management tasks including plan changes, payment inquiries, and upsell opportunities. Document client feedback and create reports for management to improve retention processes and measure outcomes. Develop personalized communication to win back lost customers and prevent future churn.

Requirements:

Excellent written and verbal English skills for professional US client communication. Experience in customer support, account management, or retention roles (preferably for payment/subscription-based services). Analytical skills to interpret client feedback, behavior trends, and usage data. Knowledge of payment systems, subscriptions, or financial services is an advantage. Problem-solving attitude, proactive follow-up, and client-focused mindset. Ability to work US business hours or in flexible shifts as needed.

Benefits:

Competitive salary and incentives based on retention outcomes. Chance to work with a cross-border team in a growing fintech company. Direct experience with US clients and stakeholders
Job Types: Full-time, Permanent

Pay: From ?325,000.00 per year

Benefits:

Flexible schedule Health insurance Leave encashment Life insurance Paid sick time Provident Fund
Ability to commute/relocate:

Manjeri, Kerala: Reliably commute or planning to relocate before starting work (Required)
Shift availability:

Night Shift (Required)
Work Location: In person