Customer Retention Specialist
Core
Resolve customer cancellation risks, rebuild trust, and ensure long-term merchant success for SumUp's payment products.
Role type
Customer Retention Specialist
Builds
Merchant retention and re-onboarding
Domain
Financial technology / Payments
Deliverable
client delivery
Required skills
Objection handling, de-escalation, CRM proficiency (Salesforce), POS/payment system familiarity, high-volume call management, data-driven trend surfacing
Preferred skills
Experience in high-volume or merchant-facing environments, calm under pressure, empathy, solution-oriented mindset
Responsibilities
Manage inbound cancellation calls and retention cases; Proactively reach out to merchants flagged for inactivity or dissatisfaction; Maintain daily workflow of 45+ outbound calls and 10+ resolution activities; Reverse 6+ awaiting cancellation accounts monthly; Conduct 40+ one-on-one merchant trainings monthly; Surface churn trends and feedback to influence product and sales improvements