Remote Customer Retention Lead – Fintech & Crypto

Jobgether; Ireland; Remote; EUR 79,000 - 109,000; Full time

Benefits offered by this job

Competitive USD Salary

Performance-Based Incentives

Paid Annual Leave

Public Holidays (US holidays)

100% Remote Work

Leadership Development

AI-Enabled Tools

Job summary

Jobgether partners with a fintech/cryptocurrency client in Ireland to recruit a Customer Retention Supervisor. You will lead a remote team, own reactivation programs, and drive repeat transactions while shaping retention strategies for revenue growth.

You will mentor agents, analyse performance data, and collaborate with Marketing, Support, and Sales to maximise business results. This role offers a fully remote setup and visibility across global campaigns.

Qualifications

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer-facing environment.
• Demonstrated success in customer conversion, retention, and reactivation with performance-driven teams.
• Proven ability to develop SOPs, outbound calling scripts, and training materials.

Responsibilities

• Lead, supervise, and motivate a team of Customer Retention Specialists with clear performance objectives.
• Conduct outbound customer calls to encourage repeat transactions and reactivation.
• Develop and improve SOPs, workflows, scripts, and training materials for the team.
• Organise daily outreach, manage agent schedules, and allocate campaign assignments.
• Design and execute retention campaigns including offers, discounts, and reactivation initiatives.
• Monitor KPIs: call volumes, conversion, repeat transactions, revenue recovered.
• Coach performance reviews and provide targeted feedback.
• Analyse customer behaviour and campaign data to identify retention opportunities.
• Maintain CRM records, dashboards, and regular reports.
• Collaborate with Marketing, Support, Sales, Operations, and Compliance.

Skills

Team leadership

Coaching

CRM analytics

Outbound calling

KPI analysis

Excel

AI-assisted tools

Tools

CRM systems

Excel

Outbound calling platforms

Job description

Jobgether partners with a fintech/cryptocurrency client in Ireland to recruit a Customer Retention Supervisor. You will lead a remote team, own reactivation programs, and drive repeat transactions while shaping retention strategies for revenue growth.

You will mentor agents, analyse performance data, and collaborate with Marketing, Support, and Sales to maximise business results. This role offers a fully remote setup and visibility across global campaigns.