Remote Senior Customer Retention Lead for FinTech

Jobgether; Italia; Remote; EUR 80,000 - 107,000; Full time

Benefits offered by this job

Competitive USD Salary

Performance incentives

Paid annual leave

Public holidays

Remote work 100%

Leadership development

Industry exposure

Direct business impact

Collaborative culture

AI-enabled tools

Job summary

Jobgether is seeking a Customer Retention Supervisor based in Italy to lead a high-performing team of retention specialists within the fintech and cryptocurrency space. You will own reactivation, repeat transactions, and revenue recovery while driving outbound engagement and campaign excellence.

You will design SOPs, train staff, and optimize scripts and workflows, collaborating with Marketing, Support, Sales, Operations, and Compliance to maximize customer value and business growth.

Qualifications

• At least 3 years of supervisory or leadership experience in customer retention or a similar customer-facing environment.
• Demonstrated success in customer conversion, retention, and reactivation with measurable commercial results.
• Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and training materials.
• Strong leadership, coaching, and mentoring skills with the ability to motivate teams.
• Excellent communication, negotiation, and objection-handling abilities, particularly on calls.
• Strong analytical skills to interpret performance data and translate insights into action.
• Experience in fintech, financial services, or regulated industries is a plus.

Responsibilities

• Lead and motivate a team of Customer Retention Specialists, establishing clear objectives and accountability.
• Conduct outbound calls to encourage repeat transactions and reactivation.
• Develop and improve SOPs, scripts, workflows, and training materials.
• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments.
• Design and execute retention campaigns, including promotions, discounts, and reactivation initiatives.
• Monitor KPIs such as call volumes, conversion rates, and revenue recovered.
• Coach agents through regular reviews and feedback sessions.
• Analyze customer behaviour and campaign performance to identify opportunities.
• Maintain CRM records, dashboards, and regular operational reports.
• Collaborate with Marketing, Support, Sales, Operations, and Compliance.
• Assist recruitment, onboarding, and training to build a capable team.
• Utilise AI-powered tools to improve research, scripts, and productivity.

Skills

Team leadership

Coaching & mentoring

CRM systems

Outbound calling

Performance analysis

Communication

Excel

Strategic planning

AI tools usage

Tools

CRM platforms

Outbound platforms

Excel

Job description

Jobgether is seeking a Customer Retention Supervisor based in Italy to lead a high-performing team of retention specialists within the fintech and cryptocurrency space. You will own reactivation, repeat transactions, and revenue recovery while driving outbound engagement and campaign excellence.

You will design SOPs, train staff, and optimize scripts and workflows, collaborating with Marketing, Support, Sales, Operations, and Compliance to maximize customer value and business growth.