Business Development Executive - Flexible (Customer Growth & Retention)

About the role

SolutionInn is looking for a proactive, results-driven Customer Growth & Retention Executive to enhance customer experience, reduce churn and drive long-term customer value. The role involves direct engagement with customers, resolving concerns, managing cancellations and implementing retention strategies to turn at-risk customers into loyal users. It is a flexible position with working hours from 8 PM to 5 AM.

Key responsibilities

• Respond promptly to customer inquiries by chat, email and phone, and follow up until issues are fully resolved.
• Handle billing issues, subscription concerns and service-related queries with a professional, solution-oriented tone.
• Engage customers requesting cancellations or refunds, analyse reasons behind churn and disputes, and retain them through empathetic communication.
• Offer tailored solutions such as discounts, membership pauses or added benefits.
• Analyse customer behaviour and track retention performance and recovery success rates.
• Identify recurring pain points and recommend improvements in services, pricing or user experience.
• Collaborate with billing, marketing, product and technical teams and share actionable insights.

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications or a related field.
• 1-2 years of experience in Customer Support, Customer Success or Retention roles.
• Experience handling customer complaints, billing issues or subscription-based services.
• Familiarity with CRM systems and customer support tools is a plus; e-commerce or membership platform experience is preferred.

Required skills

• Strong communication and interpersonal skills, with good spoken English.
• High emotional intelligence and customer empathy.
• Problem-solving mindset, ability to handle difficult situations professionally, and strong organisational and multitasking abilities.
• Data-driven thinking with attention to detail.

What we offer

• Market-competitive salary with performance-based incentives, bonuses and rewards.
• Career growth and mentorship opportunities.
• Exposure to international (US-based) customer handling.