Remote Customer Retention Lead

Jobgether; México; Remote; MXN 727,000 - 1,143,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Team management

Customer retention

Outbound sales

Data analysis

Tools

CRM systems

Excel

Outbound calling platforms

Job description

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.