Remote Lead, Customer Retention - Fintech & Crypto

Jobgether; Nederland; Hybride; EUR 80 000 - 119 000; Plein temps

Avantages offerts par ce poste

Competitive USD Salary

Performance-Based Incentives

Paid Annual Leave

Public Holidays

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 the Netherlands to lead a team of retention specialists in fintech/crypto. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement.

You will design SOPs, run campaigns, monitor KPIs, coach agents, and collaborate with Marketing, Support, Sales, and Compliance to drive measurable growth. The role emphasizes proactive leadership, data-driven decisions, and scaling a remote,

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 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.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Strategic thinking

Communication

Negotiation

Outils

CRM systems

Excel

AI tools

Outbound calling platforms

Description du poste

Jobgether is seeking a Customer Retention Supervisor based in the Netherlands to lead a team of retention specialists in fintech/crypto. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement.

You will design SOPs, run campaigns, monitor KPIs, coach agents, and collaborate with Marketing, Support, Sales, and Compliance to drive measurable growth. The role emphasizes proactive leadership, data-driven decisions, and scaling a remote,