Customer Retention Supervisor
Core
Lead and develop a team of retention specialists to drive customer reactivation, repeat transactions, and revenue recovery in the fintech and cryptocurrency industry.
Role type
Senior IC Customer Retention Supervisor
Builds
Customer retention campaigns, SOPs, and team performance outcomes
Domain
Fintech and Cryptocurrency
Required skills
Team leadership and coaching, Outbound calling and sales, SOP and workflow development, KPI monitoring and analysis, CRM management, Cross-functional collaboration
Preferred skills
Fintech or financial services experience, Cryptocurrency and blockchain knowledge, AI tool proficiency
Responsibilities
Lead, supervise, and motivate a team of Customer Retention Specialists; Conduct outbound customer calls personally to encourage repeat transactions; Develop and implement SOPs, calling workflows, scripts, and training materials; Design and execute customer retention campaigns; Monitor and evaluate KPIs including conversion rates and revenue recovered; Manage escalated customer concerns and collaborate with cross-functional teams.
Seniority
Senior, hands-on IC
