Remote Customer Retention Lead - Fintech Crypto Growth

Jobgether; France; Remote; EUR 76,000 - 111,000; Full time

Benefits offered by this job

Competitive USD salary

Performance incentives

Paid annual leave

Public holidays

100% remote work

Leadership and career development

AI-enabled tools

Job summary

Jobgether is seeking a Customer Retention Supervisor based in France. You will lead a high‑performing team of retention specialists within fintech/crypto, owning reactivation, repeat transactions, and revenue recovery while guiding outbound engagement.

You will develop retention processes, coach staff, and improve conversion rates. The role blends hands‑on leadership with strategic campaign management in a fast-paced, growth‑focused environment.

Qualifications

• 3+ years in supervisory or leadership roles in customer retention or similar environment.
• Proven track record in driving retention, reactivation, and revenue growth.
• Experience creating SOPs, outbound scripts, workflows, and training materials.
• Strong leadership, coaching and mentoring skills with measurable outcomes.
• Excellent communication and negotiation abilities over the phone.
• Analytical mindset with ability to translate data into action.
• Ability to balance frontline engagement with team supervision in a fast-paced setting.
• Experience with fintech, financial services, crypto, or regulated industries is a plus.
• Comfort with using AI tools to enhance research and scripts.

Responsibilities

• Lead, supervise, and motivate a team of Customer Retention Specialists with clear performance objectives.
• Conduct outbound calls to encourage repeats and reactivate inactive customers.
• Design, implement and improve SOPs, scripts, and training materials.
• Organise daily outreach, manage schedules, and allocate campaigns.
• Design retention campaigns, offers, and reactivation initiatives.
• Monitor KPIs: call volume, conversion, repeats, reactivation, revenue.
• Conduct regular coaching and performance reviews with agents.
• Analyse customer behavior and campaign results for improvements.
• Maintain CRM records, dashboards, and regular reports.
• Collaborate with Marketing, Support, Sales, Ops, and Compliance for issue resolution.
• Support recruitment, onboarding, and training of retention staff.
• Utilise AI tools to enhance research, scripts, and productivity.

Skills

Leadership

Team supervision

Outreach coaching

SOP development

CRM management

Performance analysis

Communication skills

Campaign planning

Mentoring

Tools

CRM systems

Excel

AI-powered tools

Job description

Jobgether is seeking a Customer Retention Supervisor based in France. You will lead a high‑performing team of retention specialists within fintech/crypto, owning reactivation, repeat transactions, and revenue recovery while guiding outbound engagement.

You will develop retention processes, coach staff, and improve conversion rates. The role blends hands‑on leadership with strategic campaign management in a fast-paced, growth‑focused environment.