Customer Support and Retention Specialist

Digi Desire is a Lahore-based digital marketing agency. We deliver SEO, Google Business Profile (GMB) optimization, web development and AI automation to local business owners across the US. Our clients trust us with their visibility and their leads, and our support team is the reason they stay.

The Role:

We are hiring a Customer Support & Retention Specialist to look after our US clients after the sale. You will be the friendly, confident voice that answers questions, solves problems quickly, keeps clients happy with their results and turns first-time buyers into long-term customers.

If you are calm under pressure, love solving problems and take pride in keeping customers for the long run, this is your seat.

What You Will Do

• Answer client calls, emails and chats and resolve questions about their SEO, GMB and other services.
• Welcome new clients, explain what happens next and make sure they are set up and informed.
• Check in with clients regularly, share progress updates and keep them confident in our work.
• Handle complaints and concerns with empathy, own the issue and escalate to the right team when needed.
• Spot clients who are unhappy or at risk of cancelling and run the retention conversation to win them back.
• Handle billing, payment and renewal questions and make sure subscriptions are renewed on time.
• Identify upgrade and add-on opportunities and pass qualified opportunities to the sales team.
• Log every interaction, ticket and outcome accurately in the CRM and follow up until the issue is closed.
• Follow Company scripts, rules and ethics, and protect client data and payment information.
• Payment recovery: Follow up on overdue, failed or declined client payments by phone, email and chat, confirm payment details and collect payment within agreed timelines.
• Set up payment plans only within Company policy and with management approval, document them in the CRM and follow up until the balance is cleared.
• Win-back: Re-engage lapsed or cancelled clients with calls and offers approved by management, to bring them back as paying clients.
• Escalate disputed or unresolved accounts to the Sales Manager. Use only approved scripts, stay professional, never pressure or threaten clients, and follow collections and calling regulations.

What We Are Looking For

Must have

• Experience in customer support, client success, account management or retention, ideally with US customers.
• Excellent spoken and written English with a clear, polite and confident tone.
• Strong problem-solving, listening and objection-handling skills.
• Comfort with night shifts and the discipline to be on time, every day.
• Basic CRM, ticketing and VoIP dialer experience, and good typing and documentation habits.

What Success Looks Like

• Fast response times and quick resolution of client issues.
• High client satisfaction and strong call-quality scores.
• Low cancellation rates and a high share of at-risk clients saved.
• On-time renewals and complete, accurate CRM records.
• Clear daily activity targets: calls, check-ins and follow-ups completed.
• A high share of overdue payments recovered within 30 days, and a strong win-back rate on lapsed clients.

What You Get

• Competitive base salary plus performance incentives tied to retention and renewals.
• Health card after probation.
• Training on our services, scripts and tools from day one.
• Clear targets, transparent payroll by bank transfer and a structured, professional team.
• Real growth into senior support, account management and team lead roles.

Pay: Rs80,000.00 - Rs120,000.00 per month

Work Location: In person