Customer Retention Agent – US Hours

About the role

As a Customer Retention Agent you will protect the company’s revenue by engaging customers at risk of churn across US time zones. Working 1 pm‑10 pm UK time, you will be the first point of contact for cancellations, billing enquiries and complaints, ensuring a high‑quality experience that drives loyalty.

Key responsibilities

• Maintain a churn rate of 1% by contacting at‑risk customers promptly.
• Reach out to customers with outstanding debt to reduce arrears and identify process gaps.
• Manage a personal cancellation queue, contacting every cancellation within 24 hours and attempting re‑activation.
• Use Net Promoter Score data to address detractor issues.
• Escalate and resolve customer complaints in line with terms and conditions.
• Answer billing and subscription queries.
• Maintain high outbound activity to nurture relationships and support growth.
• Ensure customers understand the value of the company’s products and services.
• Meet KPIs for productivity and utilisation of the CRM system.

Required profile

• Confident negotiator with strong account‑management experience.
• Comfortable handling difficult conversations and tenacious in retaining business.
• Proactive communicator who can build rapport quickly.
• Detail‑oriented and able to follow processes while suggesting improvements.

Required skills

What we offer

• Salary of £26,436 plus uncapped commission.
• Full‑time permanent contract (40 hours/week).
• Opportunity to work for a market‑leading fintech with global reach.
• Career progression and personalised development plans.