Customer Retention Associate SMB Support (Adobe Client)

Role Overview:

We are hiring Customer Retention Associates to support Adobes SMB (Small & Medium Business) customers. In this role, you will manage inbound cancellation requests, resolve product-related issues, and retain customers by delivering exceptional support and value. This is a blended support role (chat, email, phone) focused on resolving issues and preventing churn through personalised service.

Key Responsibilities:

• Handle inbound queries across phone, chat, email, or web related to service cancellations and account issues
  
• Build rapport with customers and confidently address their concerns to retain business
  
• Identify the root cause of customer dissatisfaction and offer tailored solutions or retention offers
  
• Accurately document all customer interactions, reasons for cancellation, and outcomes in the CRM
  
• Collaborate with internal teams to escalate and resolve customer issues promptly
  
• Stay up to date with Adobe products, services, and offers to make persuasive retention pitches
  
• Follow standard operating procedures (SOPs) and adhere to quality and compliance guidelines
  
• Maintain a calm and professional tone in all communications, especially during high-pressure interactions
  
• Deliver exceptional customer experience by responding to all queries in a timely and courteous manner
  
• Highlight process improvements and common pain points to reduce future cancellations
  

Required Skills & Experience:

• Graduate in any discipline (Technical background preferred but not mandatory)
  
• 13 years of experience in customer support/retention / technical support / inside sales
  
• Strong communication skills in English both verbal and written (neutral accent preferred)
  
• Ability to understand customer sentiment and tailor responses accordingly
  
• Experience handling objections and negotiating effectively to prevent churn
  
• Familiarity with CRM tools and support ticketing systems (e.g., Salesforce, Zendesk)
  
• Comfortable with multitasking and managing conversations across multiple channels
  
• Ability to work under pressure and handle escalations with professionalism
  
• Strong problem-solving skills and attention to detail
  

Key Traits for Success:

• Customer-focused and empathetic
  
• Confident, persuasive, and assertive communicator
  
• Quick learner with adaptability to new tools and processes
  
• Responsible, dependable, and proactive
  
• High integrity in handling customer information and retention offers
  

Why Join Us?

• Be part of Adobe’s global customer support team
  
• Opportunity to make a real impact by helping SMB customers succeed
  
• Fast-paced, collaborative, and inclusive work environment
  
• Learning and growth opportunities in the tech support and customer success domain
  

To Apply:

pallabi.j@dinllp.com