Customer Retention Specialist: Reduce churn, boost loyalty

Tyro Payments; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Learning & development

Carers leave 18 weeks

Carers leave 12 weeks

Volunteer day

Birthday leave

Power Up Day

Team social events

Snacks & drinks

Ping pong & video games

Taco Tuesdays

Mental health initiatives

Novated leasing

Job summary

Tyro Payments is seeking a Retention Specialist to reduce churn and strengthen loyalty within our Customer Support team. You will proactively engage customers at risk, understand their needs and provide tailored solutions to improve their experience.

This role blends inbound and outbound retention activity with collaboration across teams to refine tactics, manage rate review requests, and contribute to churn reduction OKRs.

Qualifications

• Strong customer service background with proven rapport‑building skills.
• Confidence in handling solution‑focused conversations, including challenging ones.
• Ability to balance empathy with achieving business outcomes.
• Resilience and adaptability in a fast‑paced environment.
• Proactive mindset, contributing new ideas to strengthen customer retention.

Responsibilities

• Handle inbound retention calls from customers considering account closure or external options.
• Make outbound retention calls to proactively engage customers flagged as at risk.
• Understand customer needs and offer tailored solutions to improve their experience.
• Identify opportunities to strengthen customer loyalty and reduce churn.
• Use SMS and email to follow up and maintain proactive customer engagement.
• Partner with colleagues and leaders to refine retention approaches and share best practices.
• Manage customer rate review requests and provide guidance on appropriate pricing structures.
• Contribute to SAS/TACT churn reduction OKRs.

Skills

Customer service

Rapport building

Solution-focused talks

Empathy

Resilience

Proactive mindset

Job description

Tyro Payments is seeking a Retention Specialist to reduce churn and strengthen loyalty within our Customer Support team. You will proactively engage customers at risk, understand their needs and provide tailored solutions to improve their experience.

This role blends inbound and outbound retention activity with collaboration across teams to refine tactics, manage rate review requests, and contribute to churn reduction OKRs.