Remote Customer Retention Leader - Fintech & Crypto

Jobgether; South Africa; Remote; ZAR 1,283,000 - 2,016,000; Full time

Benefits offered by this job

Competitive USD Salary

Performance Incentives

Paid Annual Leave

Public Holidays

Remote Work

Leadership Development

Growth Industry Exposure

AI Tools

Job summary

Jobgether, in South Africa, seeks a Customer Retention Supervisor to lead a team of retention specialists in a fast-growing fintech and cryptocurrency environment. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement and campaign management.

The role combines hands-on leadership with strategic development of retention processes, coaching, and performance analysis to improve conversion rates and overall business growth.

Qualifications

• Demonstrated leadership of retention teams and outbound initiatives.
• Proven track record in customer conversion, retention and reactivation.
• Experience developing SOPs, scripts, workflows and training materials.
• Strong coaching, mentoring and performance improvement abilities.
• Excellent communication, negotiation and objection handling over the phone.
• Analytical skills to interpret performance data and derive actions.

Responsibilities

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear objectives and accountability standards.
• Conduct outbound calls to encourage repeat transactions and reactivation of inactive customers.
• Develop and improve SOPs, scripts, workflows, and training materials for stronger performance.
• Organise daily outreach, manage agent schedules, and allocate campaign tasks.
• Design and execute retention campaigns with promos, discounts and follow-ups.
• Monitor KPIs like call volumes, conversion, reactivation, and revenue recovery.
• Conduct call evaluations and coaching sessions to improve sales skills.
• Analyse customer behaviour and campaign results to identify retention opportunities.
• Maintain accurate CRM records, dashboards, and operational reports.
• Collaborate with Marketing, Support, Sales, Operations and Compliance to resolve issues.
• Support recruitment, onboarding and training of the retention team.
• Utilise AI tools to boost research, script development and productivity.

Skills

Leadership

Customer Retention

Coaching

Performance Analytics

CRM Proficiency

Excel

Outbound Calling

Team Building

Communication

Tools

CRM Platforms

Outbound Platforms

Job description

Jobgether, in South Africa, seeks a Customer Retention Supervisor to lead a team of retention specialists in a fast-growing fintech and cryptocurrency environment. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement and campaign management.

The role combines hands-on leadership with strategic development of retention processes, coaching, and performance analysis to improve conversion rates and overall business growth.