Remote Customer Retention Leader (Contract)

CoinFlip Preferred LLC; Chicago (IL); Remote; USD 65,000 - 95,000; Part time

Job summary

CoinFlip is seeking a results-driven Customer Retention Supervisor to lead the retention team in a fully remote contract role.

The role combines coaching, outbound engagement, SOP development, and data-driven improvement to drive repeat transactions and revenue.

Ideal candidates will have 3+ years supervisory experience, experience with CRM tools, and a proactive, sales-oriented approach.

Qualifications

• Bachelor's degree preferred but not required.
• 3+ years supervisory/leadership in retention/outbound sales.
• Experience managing performance-driven teams in outbound outreach.
• Proven success in conversion, retention, reactivation, relationships.
• Experience developing SOPs, workflows, call scripts, and training materials.
• Strong coaching, leadership, and communication.
• Drive agent productivity and KPIs.
• Analytical skills with data-driven strategies.
• Balance hands-on engagement with team management.
• Organizational skills, detail-oriented, independent.
• Proficient in Excel and CRM/outbound platforms.

Responsibilities

• Lead, coach, and manage Customer Retention Specialists with clear performance expectations.
• Conduct outbound calls to engage customers and support retention campaigns.
• Develop and maintain SOPs, workflows, scripts, and training materials.
• Manage daily outreach activities, schedules, and campaign assignments.
• Drive first-to-second transaction conversion and reactivation.
• Execute retention campaigns with offers and incentives.
• Monitor KPIs: calls, contacts, conversion, retention, revenue.
• Conduct regular reviews and coaching to improve engagement.
• Analyze activity and campaigns to identify retention opportunities.
• Maintain CRM records, scorecards, and performance reporting.
• Handle escalations and support complex interactions.
• Collaborate with Marketing, Support, Sales, Ops, Compliance.
• Ensure all activities comply with policies and regs.
• Assist hiring, onboarding, and training of retention team.
• Other duties as assigned.

Skills

Leadership

Coaching

Outbound calls

KPI tracking

CRM analytics

SOP development

Performance mgmt

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

Five9

Amazon Connect

Job description

CoinFlip is seeking a results-driven Customer Retention Supervisor to lead the retention team in a fully remote contract role.

The role combines coaching, outbound engagement, SOP development, and data-driven improvement to drive repeat transactions and revenue.

Ideal candidates will have 3+ years supervisory experience, experience with CRM tools, and a proactive, sales-oriented approach.