Customer Retention Supervisor (Fully Remote)

Veta Virtual; United States; Remote; USD 67,000 - 100,000; Full time

Benefits offered by this job

Remote work LATAM/Europe

Incentives and 10 vacation days plus U

Monthly salary in USD

Job summary

Veta Virtual Inc. is seeking a remote Retention Team Lead to manage a group of retention specialists in the fintech and cryptocurrency space. You will balance direct customer outreach with coaching, while driving revenue recovery and improving retention metrics.

Responsibilities include creating SOPs, refining call workflows and training materials, and tracking KPIs such as calls, conversions, and reactivation rates. This role offers a fully remote setup and performance-based incentives.

Qualifications

• 4+ years in retention or churn management.
• Experience leading a team of customer-facing specialists.
• Proven ability to drive revenue recovery and improve metrics.

Responsibilities

• Lead a team of retention specialists in fintech/crypto.
• Balance hands-on customer calls with team management and coaching.
• Build and update SOPs, call workflows, scripts, and training materials.
• Track KPIs like calls, conversion rates, and reactivation rates.

Skills

Team leadership

Outbound calling

Customer retention

SOPs & processes

KPI tracking

Job description

• Lead a team of retention specialists in the fintech and cryptocurrency industry.
• Balance hands-on customer calls with team management and coaching.
• Be measured by team results and trackable revenue recovered.

What You'll Do:

• Make outbound calls to reactivate inactive customers and drive repeat transactions.
• Build and update SOPs, call workflows, scripts, and training materials.
• Track KPIs like calls, conversion rates, and reactivation rates.

What We Offer:

• Competitive salary in USD, paid consistently each month.
• Performance-based incentives and 10 paid vacation days plus U.S. federal holidays.
• 100% remote work from anywhere in LATAM or Europe.

Veta Virtual

Veta Virtual hires and supports remote talent for high-growth clients. They emphasize a collaborative, high-trust culture and a fast-paced, entrepreneurial environment.