Customer Retention Supervisor

Veta Virtual; Puerto Rico; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

100% remote

Performance incentives

10 paid vacation days

Growth opportunities in fintech

Job summary

Veta Virtual Inc. is hiring a Customer Retention Supervisor for a hands-on leadership role in fintech and cryptocurrency.

You will lead a team of retention specialists, coach, build the playbook, and personally pick up the phone to reactivate inactive customers. This role focuses on driving repeat transactions and revenue growth, with outbound calls, SOP development, and collaboration across Marketing, Support, Sales, Operations and Compliance.

Qualifications

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations.
• Proven success in customer conversion, retention, and reactivation while leading a performance-driven team.
• Experience building SOPs, call scripts, and training materials.
• Strong coaching, objection-handling, and communication skills.
• Strong analytical skills to turn performance data into action plans.

Responsibilities

• Lead, coach, and manage Customer Retention Specialists with clear goals and accountability for results.
• Make outbound calls yourself to encourage repeat transactions and reactivate inactive customers.
• Build and update SOPs, calling workflows, scripts, and training materials.
• Manage daily outreach, agent schedules, and campaign assignments.
• Run retention campaigns, including promotions, discount incentives, and abandoned transaction follow-ups.
• Track KPIs, such as calls, conversion rates, repeat transactions, reactivation rates, and revenue.
• Hold regular call reviews and coaching sessions to help every agent improve.
• Study customer activity and campaign results to find new retention opportunities.
• Keep accurate CRM records, agent scorecards, and regular performance reports.
• Handle escalated customer concerns and collaborate with Marketing, Support, Sales, Operations, and Compliance.
• Support hiring, onboarding, and training of new team members.

Skills

Leadership experience in customer Ret

Outbound calling / sales

SOPs and training

CRM analytics / Excel

Coaching / communication

Tools

CRM platforms

Excel

Job description

Launch Your Next Successful Chapter with Veta Virtual!

Competitive Salary in USD | 100% Remote | Performance Incentives | Customer Facing Leadership Role

Veta Virtual is hiring a Customer Retention Supervisor for one of our high growth clients in the fintech and cryptocurrency industry. This is a hands-on leadership role. You will lead a team of retention specialists, and you will also pick up the phone yourself. You will coach your team, build the playbook, and bring inactive customers back to a leading cryptocurrency kiosk platform.

Your Role

As a Customer Retention Supervisor, you will lead the retention team and drive repeat transactions, customer reactivation, and revenue growth. You will join calls yourself, so you lead by example. Your success will be measured by your team’s results and by real, trackable revenue recovered. Your day to day will involve:

• Leading, coaching, and managing Customer Retention Specialists, with clear goals and accountability for results.


• Making outbound calls yourself to encourage repeat transactions and reactivate inactive customers.


• Building and updating SOPs, calling workflows, scripts, and training materials.


• Managing daily outreach, agent schedules, and campaign assignments.


• Running retention campaigns, including promotions, discount incentives, and abandoned transaction follow-ups.


• Tracking team KPIs, such as calls, conversion rates, repeat transactions, reactivation rates, and revenue.


• Holding regular call reviews and coaching sessions to help every agent improve.


• Studying customer activity and campaign results to find new retention opportunities.


• Keeping accurate CRM records, agent scorecards, and regular performance reports.


• Handling escalated customer concerns and working with Marketing, Support, Sales, Operations, and Compliance.


• Supporting the hiring, onboarding, and training of new team members.

What You’ll Need

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations.


• Proven success in customer conversion, retention, and reactivation, while leading a performance-driven team.


• Experience building SOPs, call scripts, and training materials.


• Strong coaching, objection-handling, and communication skills.


• Strong analytical skills, with the ability to turn performance data into clear action plans.


• Ability to balance hands-on customer work with team management in a fast-paced, entrepreneurial environment.


• Proficiency in Microsoft Office, especially Excel, and experience with CRM and outbound calling platforms.


• Comfort using AI tools to support research, scripting, and daily productivity is a strong plus.


• Bonus: experience in fintech, financial services, cryptocurrency, or a regulated environment.


• Bonus: basic knowledge of cryptocurrency and blockchain, and genuine passion for fintech.

What We Offer

• Competitive salary in USD, paid consistently every month, no matter where you are.


• Performance based incentives, so your results and your team’s results are recognized and rewarded directly.


• 10 paid vacation days per year plus all U.S. federal holidays.


• 100% remote, work from anywhere in LATAM or Europe with a professional home setup.


• A fast paced, high growth environment at the forefront of the global fintech and cryptocurrency industry, where your leadership directly drives company revenue.


• A collaborative, high trust culture through Veta Virtual and our client, where your growth is taken seriously from day one.

Once you apply, you will be invited to complete two short two minute video questions as part of our screening process. It is your first opportunity to show us your leadership style, your energy, and what makes you the right person for this role. We can’t wait to meet you!