Remote Customer Retention Lead (Fintech & Crypto)

Jobgether; Santiago; On-site; CLP 65,711,000 - 131,423,000; Full time

Benefits offered by this job

Competitive USD Salary

Performance Incentives

Paid Annual Leave (10 days)

Public Holidays (US)

Remote Work

Leadership Development

Fintech/crypto exposure

Direct business impact

Collaborative culture

AI-enabled tools

Job summary

Jobgether is seeking a Customer Retention Supervisor based in Chile to lead a high-performing retention team in a fast-growing fintech/cryptocurrency environment.

You will own customer reactivation, repeat transactions, and revenue recovery, while driving outbound engagement and strategic campaigns to improve conversion rates. This role blends hands-on leadership with process optimization, coaching, and data-driven decision making.

Qualifications

• Minimum 3 years of supervisory or leadership experience in customer retention or similar role.
• Proven track record in retention, reactivation, and outbound sales.
• Experience developing SOPs, scripts, workflows, and training materials.
• Strong leadership, coaching, and mentoring abilities.

Responsibilities

• Lead and motivate a team of Customer Retention Specialists with clear performance objectives.
• Conduct outbound calls to drive repeat transactions and reactivate inactive customers.
• Design and continuously improve SOPs, scripts, workflows, and training materials.
• Organise daily outreach activities, allocate campaigns, and manage agent schedules.
• Design retention campaigns including promotions, discounts, and reactivation initiatives.
• Monitor KPIs: call volumes, conversion, repeat transactions, reactivation, revenue recovered.
• Provide regular coaching and performance reviews to agents.
• Analyze customer behaviour and campaign performance to identify retention opportunities.
• Maintain accurate CRM records, dashboards, and reports.
• Collaborate with Marketing, Support, Sales, Operations, and Compliance to resolve issues.
• Support recruitment, onboarding, and training of the retention team.
• Utilize AI tools to improve research, scripts, and productivity.

Skills

Leadership

Customer retention

Outbound calling

SOP development

CRM systems

Excel

AI-powered tools

Communication skills

Analytical skills

Tools

CRM software

MS Excel

Job description

Jobgether is seeking a Customer Retention Supervisor based in Chile to lead a high-performing retention team in a fast-growing fintech/cryptocurrency environment.

You will own customer reactivation, repeat transactions, and revenue recovery, while driving outbound engagement and strategic campaigns to improve conversion rates. This role blends hands-on leadership with process optimization, coaching, and data-driven decision making.