Remote Retention Team Lead - Fintech & Crypto Growth

Jobgether; Schweiz; Remoto; CHF 74.000 - 106.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive USD Salary

Performance-Based Incentives

Paid Annual Leave: 10 days

Public Holidays: US holidays

100% Remote Work

Leadership and Career Development

High-Growth Industry Exposure

Direct Business Impact

Collaborative Culture

AI‑Enabled Tools

Descrizione del lavoro

Jobgether is seeking a Customer Retention Supervisor based in Switzerland to lead a high-performing retention team within the fintech/cryptocurrency space. You will own customer reactivation, repeat transactions and revenue recovery while driving outbound engagement and strategic campaigns.

You will coach team members, design SOPs, monitor KPIs and collaborate with Marketing, Support, Sales, and Compliance to optimize retention and revenue growth.

Competenze

• 3+ years supervisory/leadership in customer retention or similar.
• Proven success in customer conversion, retention, and reactivation.
• Experience developing SOPs, outbound scripts, workflows and training materials.
• Strong leadership, coaching and performance management skills.
• Analytical mindset with ability to interpret performance data.
• Proficient in CRM systems and outbound calling platforms.
• Comfort with using AI-powered tools to improve productivity.

Mansioni

• Lead and motivate a team of Customer Retention Specialists with clear objectives.
• Conduct outbound calls to reactivate inactive customers and drive repeat transactions.
• Develop and improve SOPs, scripts, workflows, and training materials.
• Manage daily outreach, agent schedules, and campaign assignments.
• Design and execute retention campaigns with offers and reactivation initiatives.
• Monitor KPIs: call volumes, conversion, repeat transactions, revenue recovered.
• Perform call evaluations and coaching to improve performance.
• Analyse customer behaviour and campaign performance to find retention opportunities.
• Maintain CRM records, scorecards, and performance dashboards.
• Handle escalated customer concerns with cross-functional teams.
• Support recruitment, onboarding and training of retention staff.
• Leverage AI tools for research, script development and productivity.

Conoscenze

Leadership in retention

Outbound sales/retention

SOPs and training

Coaching and performance

Analytics and KPIs

CRM usage

AI tools for productivity

Strumenti

CRM systems

Outbound calling platforms

Excel

Descrizione del lavoro

Jobgether is seeking a Customer Retention Supervisor based in Switzerland to lead a high-performing retention team within the fintech/cryptocurrency space. You will own customer reactivation, repeat transactions and revenue recovery while driving outbound engagement and strategic campaigns.

You will coach team members, design SOPs, monitor KPIs and collaborate with Marketing, Support, Sales, and Compliance to optimize retention and revenue growth.