Customer Retention Supervisor

This is a fully remote position, open to applicants in Europe.

📋 Description

• Provide leadership, coaching, and management to Customer Retention Specialists with defined goals and accountability.

• Conduct outbound calls to promote repeat purchases and reactivate dormant customers.

• Develop and revise SOPs, calling procedures, scripts, and training resources.

• Oversee daily outreach efforts, agent scheduling, and campaign assignments.

• Execute retention campaigns, which include promotions, discount offers, and follow-ups on abandoned transactions.

• Monitor team KPIs such as calls made, conversion rates, repeat transactions, reactivation metrics, and revenue generation.

• Facilitate regular call evaluations and coaching sessions.

• Evaluate customer behaviors and campaign outcomes to uncover retention prospects.

• Ensure precise CRM documentation, agent scorecards, and performance analytics.

• Address escalated customer issues while collaborating with Marketing, Support, Sales, Operations, and Compliance teams.

• Assist in the recruitment, onboarding, and training processes for new team members.

⛳️ Requirements

• Minimum of 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations.

• Demonstrated success in customer conversion, retention, and reactivation while leading a high-performance team.

• Experience in creating SOPs, call scripts, and training documentation.

• Exceptional coaching, objection-handling, and communication abilities.

• Strong analytical skills with the capacity to translate performance data into actionable plans.

• Capability to manage hands-on customer interactions while overseeing a team in a dynamic, entrepreneurial setting.

• Proficient in Microsoft Office, particularly Excel.

• Familiarity with CRM systems and outbound calling platforms.

• Comfort with utilizing AI tools for research, scripting, and daily productivity is a significant advantage.

• Experience in fintech, financial services, cryptocurrency, or a regulated sector is a plus.

• Basic understanding of cryptocurrency and blockchain, along with a genuine enthusiasm for fintech, is advantageous.

🏝️ Benefits

• Competitive salary in USD, consistently paid each month.

• Performance-based incentives.

• 10 paid vacation days annually.

• All U.S. federal holidays off.

• Fully remote work opportunity from anywhere in LATAM or Europe.

• Professional home office setup.

• A collaborative, high-trust culture.

• Opportunities for growth in a fast-paced, high-growth fintech and cryptocurrency landscape.