Customer Support - Retention Specialist

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

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands‑on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro here.

About The Role

The Retention Specialist is a key Customer Support role focused on reducing churn and strengthening customer loyalty. While retaining the broad responsibilities of a Customer Support Specialist, the Retention Specialist will proactively engage customers who may be at risk of leaving, ensuring their needs are understood and met.

What You'll Do

• 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.

What You'll Bring

• 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.

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll Also Receive

• A mix of in‑office and remote working (3 days in the office)
• Learning and career development opportunities
• 18 weeks paid primary carers leave
• 12 weeks paid secondary carers leave
• Annual team‑based volunteer day
• Birthday Leave
• Power Up Day (Additional day of leave)
• Weekly team social events, snacks, craft beer and wine, ping pong and video games
• Taco Tuesdays
• Mental health and wellness initiatives
• Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok.