Customer Retention Supervisor - Fintech

About the role

Veta Virtual is hiring a Customer Retention Supervisor for a high-growth fintech and cryptocurrency client. This is a hands-on leadership role: you will lead a team of retention specialists, coach them, build the playbook and also make outbound calls yourself to bring inactive customers back to a leading cryptocurrency kiosk platform. Success is measured by the team's results and by trackable revenue recovered.

Key responsibilities

• Lead, coach and manage Customer Retention Specialists with clear goals and accountability.
• Make outbound calls yourself 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 such as calls, conversion rates, repeat transactions, reactivation rates and revenue.
• Hold regular call reviews and coaching sessions, and study customer activity and campaign results.
• Keep accurate CRM records, agent scorecards and performance reports.
• Handle escalated customer concerns and work with Marketing, Support, Sales, Operations and Compliance.
• Support hiring, onboarding and training of new team members.

Required profile

• 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.
• Ability to balance hands-on customer work with team management in a fast-paced, entrepreneurial environment.
• Bonus: experience in fintech, financial services, cryptocurrency or a regulated environment; bonus: basic knowledge of cryptocurrency and blockchain.

Required skills

• Proficiency in Microsoft Office, especially Excel.
• Experience with CRM and outbound calling platforms.
• Comfort using AI tools for research, scripting and productivity is a strong plus.

What we offer

• Competitive salary in USD, paid monthly.
• Performance-based incentives.
• 10 paid vacation days per year plus U.S. federal holidays.
• 100% remote work from LATAM or Europe with a professional home setup.

Candidates are asked to complete two short two-minute video questions during the screening process.