Remote Customer Retention Lead – Fintech & Crypto

Jobgether; Portugal; Remote; EUR 40,000 - 70,000; Full time

Benefits offered by this job

USD salary

Performance incentives

Paid leave

Public holidays

Remote work

Leadership development

Industry exposure

Direct impact

Collaborative culture

AI-enabled work environment

Job summary

Jobgether is seeking a Customer Retention Supervisor to lead a remote team of retention specialists in the fintech/crypto space. You will own reactivation, repeat transactions, and revenue recovery, while shaping SOPs and outbound workflows.

The role combines hands-on leadership with strategic campaign management across cross-functional teams. With at least 3 years in supervisory roles, you will coach agents, analyse performance, and design data-driven retention programs that improve conversion

Qualifications

• 3+ years in supervisory/leadership roles in customer retention or outbound sales.
• Proven track record in driving retention, reactivation, and revenue.
• Experience developing SOPs, call scripts, workflows, and training materials.
• Strong leadership, coaching, and performance management skills.
• Excellent communication, negotiation, and problem-resolution abilities.
• Analytical mindset to interpret performance data and drive improvements.
• Ability to balance hands-on customer engagement with team supervision.

Responsibilities

• Lead and motivate a team of Customer Retention Specialists with clear goals.
• Conduct outbound calls to drive repeat transactions and reactivation.
• Develop and improve SOPs, workflows, scripts, and training materials.
• Organise daily outreach and assign campaigns to agents.
• Design retention campaigns including offers and reactivation initiatives.
• Monitor KPIs such as call volumes, conversion, and revenue recovery.
• Provide coaching and performance reviews to improve skills.
• Analyse customer behaviour and campaign performance to identify opportunities.
• Maintain CRM records, dashboards, and regular reports.
• Collaborate with Marketing, Support, Sales, Ops and Compliance on issues.
• Support recruitment and onboarding of retention staff.
• Leverage AI tools to enhance research, scripts, and productivity.

Skills

Leadership

Coaching

Performance management

Communication

Analytical thinking

Project management

Tools

CRM systems

Excel

Outbound calling platforms

AI tools

Job description

Jobgether is seeking a Customer Retention Supervisor to lead a remote team of retention specialists in the fintech/crypto space. You will own reactivation, repeat transactions, and revenue recovery, while shaping SOPs and outbound workflows.

The role combines hands-on leadership with strategic campaign management across cross-functional teams. With at least 3 years in supervisory roles, you will coach agents, analyse performance, and design data-driven retention programs that improve conversion