Customer Retention Supervisor

Jamefy; Colombia; Remote; COP 144,489,000 - 252,856,000; Full time

Benefits offered by this job

Remote work in LATAM/Europe

Competitive USD salary

Performance incentives

10 paid vacation days/year

Job summary

Veta Virtual is hiring a Customer Retention Supervisor for a fintech and cryptocurrency client. This hands-on leadership role leads a retention team and personally makes calls to reactivate inactive customers, driving repeat transactions and revenue.

You will build playbooks, coach agents, track KPIs, and coordinate with Marketing, Support, Sales, Operations and Compliance. Remote across LATAM/Europe with USD salary and incentives.

Qualifications

• At least 3 years of supervisory or leadership experience in customer retention.
• Proven success in customer conversion, retention and reactivation while leading a performance-driven team.
• Experience building SOPs, call scripts, and training materials.
• Strong coaching, objection-handling, and communication skills.
• Strong analytical skills with ability to turn performance data into action plans.
• Ability to balance hands-on customer work with team management in a fast-paced, entrepreneurial environment.
• Proficiency in Microsoft Office, especially Excel, and experience with CRM and outbound calling platforms.
• Comfort using AI tools to support research, scripting, and daily productivity.
• Bonus: experience in fintech, financial services, cryptocurrency, or a regulated environment.
• Bonus: knowledge of cryptocurrency and blockchain and passion for fintech.

Responsibilities

• Leading, coaching, and managing Customer Retention Specialists with clear goals and accountability for results.
• Making outbound calls yourself to encourage repeat transactions and reactivate inactive customers.
• Building and updating SOPs, calling workflows, scripts, and training materials.
• Managing daily outreach, agent schedules, and campaign assignments.
• Running retention campaigns, including promotions, discount incentives, and abandoned transaction follow-ups.
• Tracking team KPIs such as calls, conversion rates, repeat transactions, reactivation rates, and revenue.
• Holding regular call reviews and coaching sessions to help every agent improve.
• Studying customer activity and campaign results to find new retention opportunities.
• Keeping accurate CRM records, agent scorecards, and regular performance reports.
• Handling escalated customer concerns and working with Marketing, Support, Sales, Operations, and Compliance.
• Supporting the hiring, onboarding, and training of new team members.

Skills

Leadership

Customer Retention

Outbound Sales

Coaching

Analytical Skills

Communication

CRM

Excel

AI Tools

Fast-paced

Tools

CRM platforms

Outbound calling platforms

Job description

Launch Your Next Successful Chapter with Veta Virtual! Competitive Salary in USD | 100% Remote | Performance Incentives | Customer Facing Leadership RoleVeta Virtual is hiring aCustomer Retention Supervisorfor one of our high growth clients in the fintech and cryptocurrency industry. This is a hands\-on leadership role. You will lead a team of retention specialists, and you will also pick up the phone yourself. You will coach your team, build the playbook, and bring inactive customers back to a leading cryptocurrency kiosk platform.

Your Role

As aCustomer Retention Supervisor, you will lead the retention team and drive repeat transactions, customer reactivation, and revenue growth. You will join calls yourself, so you lead by example. Your success will be measured by your team’s results and by real, trackable revenue recovered.

• Leading, coaching, and managing Customer Retention Specialists, with clear goals and accountability for results.
• Making outbound calls yourself to encourage repeat transactions and reactivate inactive customers.
• Building and updating SOPs, calling workflows, scripts, and training materials.
• Managing daily outreach, agent schedules, and campaign assignments.
• Running retention campaigns, including promotions, discount incentives, and abandoned transaction follow‑ups.
• Tracking team KPIs, such as calls, conversion rates, repeat transactions, reactivation rates, and revenue.
• Holding regular call reviews and coaching sessions to help every agent improve.
• Studying customer activity and campaign results to find new retention opportunities.
• Keeping accurate CRM records, agent scorecards, and regular performance reports.
• Handling escalated customer concerns and working with Marketing, Support, Sales, Operations, and Compliance.
• Supporting the hiring, onboarding, and training of new team members.

What You’ll Need

At least 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations. Proven success in customer conversion, retention, and reactivation, while leading a performance‑driven team. Experience building SOPs, call scripts, and training materials. Strong coaching, objection‑handling, and communication skills. Strong analytical skills, with the ability to turn performance data into clear action plans. Ability to balance hands‑on customer work with team management in a fast‑paced, entrepreneurial environment. Proficiency in Microsoft Office, especially Excel, and experience with CRM and outbound calling platforms. Comfort using AI tools to support research, scripting, and daily productivity is a strong plus. Bonus: experience in fintech, financial services, cryptocurrency, or a regulated environment. Bonus: basic knowledge of cryptocurrency and blockchain, and genuine passion for fintech.

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations.
• Proven success in customer conversion, retention, and reactivation, while leading a performance‑driven team.
• Experience building SOPs, call scripts, and training materials.
• Strong coaching, objection‑handling, and communication skills.
• Strong analytical skills, with the ability to turn performance data into clear action plans.
• Ability to balance hands‑on customer work with team management in a fast‑paced, entrepreneurial environment.
• Proficiency in Microsoft Office, especially Excel, and experience with CRM and outbound calling platforms.
• Comfort using AI tools to support research, scripting, and daily productivity is a strong plus.
• Bonus: experience in fintech, financial services, cryptocurrency, or a regulated environment.
• Bonus: basic knowledge of cryptocurrency and blockchain, and genuine passion for fintech.

What We Offer

Competitive salary in USD, paid consistently every month, no matter where you are. Performance based incentives, so your results and your team’s results are recognized and rewarded directly. 10 paid vacation days per year plus all U.S. federal holidays. 100% remote, work from anywhere in LATAM or Europe with a professional home setup. A fast paced, high growth environment at the forefront of the global fintech and cryptocurrency industry, where your leadership directly drives company revenue. A collaborative, high trust culture through Veta Virtual and our client, where your growth is taken seriously from day one.

• Competitive salary in USD, paid consistently every month, no matter where you are.
• Performance based incentives, so your results and your team’s results are recognized and rewarded directly.
• 10 paid vacation days per year plus all U.S. federal holidays.
• 100% remote, work from anywhere in LATAM or Europe with a professional home setup.
• A fast paced, high growth environment at the forefront of the global fintech and cryptocurrency industry, where your leadership directly drives company revenue.
• A collaborative, high trust culture through Veta Virtual and our client, where your growth is taken seriously from day one.