Remote Retention Leader: Drive Revenue & Reactivation

Veta Virtual Inc.; 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

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.