Customer Retention Supervisor

Jobgether; México; À distance; MXN 727 000 - 1 143 000; Plein temps

Avantages offerts par ce poste

Competitive USD Salary

Performance-Based Incentives

Paid Annual Leave

Public Holidays (US)

100% Remote Work

Leadership and Career Development

High-Growth Industry Exposure

Direct Business Impact

Collaborative Culture

AI-Enabled Work Environment

Résumé du poste

Jobgether is seeking a Customer Retention Supervisor based in Mexico to lead a team of retention specialists in a fast-growing fintech and cryptocurrency environment. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement and KPI-driven improvements.

You will develop SOPs, training materials, and campaigns, coach agents, and collaborate with cross-functional teams to maximise retention and business results.

Qualifications

• Over 3 years of supervisory or leadership experience in customer retention or related roles.
• Proven success in driving retention, reactivation, and revenue recovery.
• Experience developing SOPs, outbound scripts, workflows, and training materials.
• Strong leadership, coaching, and performance management skills.
• Excellent communication and negotiation abilities for phone engagements.
• Analytical mindset with ability to interpret performance data.
• Ability to balance direct customer engagement with team supervision in a fast-paced env.
• Proficiency in Excel and CRM systems; experience with outbound platforms.
• Comfort with AI-powered tools to improve scripts and productivity.
• Experience in fintech, financial services, or regulated industries is a plus.
• Understanding of cryptocurrency is a plus.

Responsabilités

• Lead, supervise, and motivate a team of Customer Retention Specialists with clear objectives.
• Conduct outbound calls to encourage repeats and reactivation by example.
• Design, implement, and update SOPs, workflows, scripts, and training materials.
• Organise daily outreach, manage agent schedules, and assign campaigns.
• Design and run retention campaigns including offers and reactivation initiatives.
• Monitor KPIs like call volume, conversions, and revenue recovered.
• Conduct regular call evaluations, reviews, and coaching sessions.
• Analyse customer behaviour and campaign data to identify retention opportunities.
• Maintain accurate CRM records, scorecards, and dashboards.
• Support recruitment, onboarding, and training of the retention team.
• Collaborate with Marketing, Support, Sales, Operations, and Compliance on issues.
• Utilise AI-powered tools to enhance research, scripts, and productivity.

Connaissances

Leadership

Team management

Customer retention

Outbound sales

Data analysis

Outils

CRM systems

Excel

Outbound calling platforms

Description du poste

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Supervisor based in Mexico.

Are you an experienced customer retention leader passionate about building high-performing teams and driving measurable business growth? This opportunity allows you to lead and develop a team of retention specialists within the fast-growing fintech and cryptocurrency industry. You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands‑on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates. Working in a dynamic, performance‑driven environment, you will collaborate with cross‑functional teams to strengthen customer relationships and maximise business results. This is an ideal role for a proactive leader who enjoys mentoring people, analysing performance, and turning customer engagement strategies into tangible revenue.

Accountabilities:

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards.
• Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example.
• Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance.
• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement.
• Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow‑ups, and reactivation initiatives.
• Monitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered.
• Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills.
• Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.
• Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports.
• Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution.
• Support recruitment, onboarding, and training initiatives to build and maintain a capable, results‑oriented retention team.
• Use relevant digital and AI‑powered tools to improve research, script development, workflow efficiency, and overall team productivity.

Requirements:

• 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 experience managing performance‑driven teams and achieving measurable commercial results.
• Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials.
• Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement.
• Excellent communication, negotiation, and objection‑handling abilities, particularly when engaging customers over the phone.
• Strong analytical and problem‑solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.
• Ability to balance direct customer engagement with team supervision and operational responsibilities in a fast‑paced, entrepreneurial environment.
• Proficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms.
• Comfortable using AI‑powered tools to support research, improve customer communication scripts, and enhance everyday productivity.
• Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.
• Previous experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage.
• Basic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus.

Benefits:

• Competitive USD Salary: Attractive compensation paid consistently every month, regardless of your location.
• Performance‑Based Incentives: Additional financial rewards directly linked to individual achievements and overall team performance.
• Paid Annual Leave: 10 days of paid vacation per year.
• Public Holidays: Paid time off on all U.S. federal holidays.
• 100% Remote Work: Work from anywhere in Anywhere, provided you have a professional home‑working setup.
• Leadership and Career Development: Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise.
• High‑Growth Industry Exposure: Work within the rapidly evolving global fintech and cryptocurrency sector.
• Direct Business Impact: Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth.
• Collaborative Culture: Join a supportive, high‑trust working environment that values initiative, accountability, and professional development.
• AI‑Enabled Work Environment: Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency.

How Jobgether works:

We use an AI‑powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.