Remote Customer Retention Lead: Reactivation & Growth

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

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.