This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Supervisor based in Finland.
Are you an experienced customer retention leader passionate about building high-performing teams and driving measurable business growth? This opportunity allows you to lead and develop a team of retention specialists within the fast-growing fintech and cryptocurrency industry. You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands-on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates. Working in a dynamic, performance-driven environment, you will collaborate with cross-functional teams to strengthen customer relationships and maximise business results. This is an ideal role for a proactive leader who enjoys mentoring people, analysing performance, and turning customer engagement strategies into tangible revenue.
- Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards.
- Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example.
- Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance.
- Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement.
- Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives.
- Monitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered.
- Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills.
- Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.
- Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports.
- Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution.
- Support recruitment, onboarding, and training initiatives to build and maintain a capable, results-oriented retention team.
- Use relevant digital and AI-powered tools to improve research, script development, workflow efficiency, and overall team productivity.
Requirements:
- At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer-facing environment.
- Demonstrated success in customer conversion, retention, and reactivation, with experience managing performance-driven teams and achieving measurable commercial results.
- Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials.
- Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement.
- Excellent communication, negotiation, and objection-handling abilities, particularly when engaging customers over the phone.
- Strong analytical and problem-solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.
- Ability to balance direct customer engagement with team supervision and operational responsibilities in a fast-paced, entrepreneurial environment.
- Proficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms.
- Comfortable using AI-powered tools to support research, improve customer communication scripts, and enhance everyday productivity.
- Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.
- Previous experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage.
- Basic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus.
Benefits:
- Competitive USD Salary: Attractive compensation paid consistently every month, regardless of your location.
- Performance-Based Incentives: Additional financial rewards directly linked to individual achievements and overall team performance.
- Paid Annual Leave: 10 days of paid vacation per year.
- Public Holidays: Paid time off on all U.S. federal holidays.
- 100% Remote Work: Work from anywhere in Anywhere, provided you have a professional home-working setup.
- Leadership and Career Development: Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise.
- High-Growth Industry Exposure: Work within the rapidly evolving global fintech and cryptocurrency sector.
- Direct Business Impact: Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth.
- Collaborative Culture: Join a supportive, high-trust working environment that values initiative, accountability, and professional development.
- AI-Enabled Work Environment: Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency.
