Customer Retention Supervisor

Veta Virtual

. Lead, coach, and manage Customer Retention Specialists with clear goals and accountability .

Posted 11/3/2026full-timeRemoteMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer retention initiatives, managing performance-driven teams, and developing effective training materials and SOPs. Proficient in analyzing customer data to drive retention strategies and improve team performance.

Highest-signal resume keywords

Customer Retention ManagementSOP DevelopmentPerformance AnalysisCoaching and TrainingCRM Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ConversionRetention StrategiesOutbound SalesData AnalysisPerformance Metrics TrackingCall Script DevelopmentCampaign ManagementKPI TrackingCustomer ReactivationObjection Handling

Soft Skills

LeadershipCommunicationCoachingAnalytical ThinkingProblem Solving

Tools & Technologies

Microsoft OfficeExcelCRM PlatformsOutbound Calling PlatformsAI Tools

Industry Keywords

FintechFinancial ServicesCryptocurrencyContact Center OperationsRegulated Environment

About the role

Key responsibilities & impact

Lead, coach, and manage Customer Retention Specialists with clear goals and accountability
Make outbound calls 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 team KPIs including calls, conversion rates, repeat transactions, reactivation rates, and revenue
Conduct regular call reviews and coaching sessions
Analyze customer activity and campaign results to identify retention opportunities
Maintain accurate CRM records, agent scorecards, and performance reports
Handle escalated customer concerns and collaborate with Marketing, Support, Sales, Operations, and Compliance
Support hiring, onboarding, and training of new team members

Requirements

What you’ll need

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 and ability to turn performance data into action plans
Ability to balance hands-on customer work with team management in a fast-paced, entrepreneurial environment
Proficiency in Microsoft Office, especially Excel
Experience with CRM and outbound calling platforms
Comfort using AI tools for research, scripting, and daily productivity is a strong plus
Experience in fintech, financial services, cryptocurrency, or a regulated environment is a bonus
Basic knowledge of cryptocurrency and blockchain, and genuine passion for fintech, is a bonus

Benefits

Comp & perks

Competitive salary in USD, paid consistently every month
Performance based incentives
10 paid vacation days per year
All U.S. federal holidays
100% remote work from anywhere in LATAM or Europe
Professional home setup
Collaborative, high trust culture
Growth opportunities in a fast-paced, high-growth fintech and cryptocurrency environment