Customer Retention Supervisor

Accountabilities:

Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards.
Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example.
Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance.
Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement.
Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives.
Monitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered.
Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills.
Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.
Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports.
Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution.
Support recruitment, onboarding, and training initiatives to build and maintain a capable, results-oriented retention team.
Use relevant digital and AI-powered tools to improve research, script development, workflow efficiency, and overall team productivity.
Requirements:
At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer-facing environment.
Demonstrated success in customer conversion, retention, and reactivation, with experience managing performance-driven teams and achieving measurable commercial results.
Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials.
Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement.
Excellent communication, negotiation, and objection-handling abilities, particularly when engaging customers over the phone.
Strong analytical and problem-solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.
Ability to balance direct customer engagement with team supervision and operational responsibilities in a fast-paced, entrepreneurial environment.
Proficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms.
Comfortable using AI-powered tools to support research, improve customer communication scripts, and enhance everyday productivity.
Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.
Previous experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage.
Basic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus.
Benefits:
Competitive USD Salary: Attractive compensation paid consistently every month, regardless of your location.
Performance-Based Incentives: Additional financial rewards directly linked to individual achievements and overall team performance.
Paid Annual Leave: 10 days of paid vacation per year.
Public Holidays: Paid time off on all U.S. federal holidays.
100% Remote Work: Work from anywhere in Anywhere, provided you have a professional home-working setup.
Leadership and Career Development: Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise.
High-Growth Industry Exposure: Work within the rapidly evolving global fintech and cryptocurrency sector.
Direct Business Impact: Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth.
Collaborative Culture: Join a supportive, high-trust working environment that values initiative, accountability, and professional development.
AI-Enabled Work Environment: Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency.