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About the Role
As a Retention Agent, you will own conversations to retain merchants, turning around cancellation, downgrade, or pricing pushback requests. This is a phone-first, target-driven role focused on protecting monthly revenue.
Responsibilities
- Handling inbound cancellation and downgrade requests from merchants
- Running outbound save calls to at-risk accounts
- Negotiating pricing, plan changes, and contract extensions to retain revenue
- Owning each case end-to-end, including CRM updates, contracts, and billing
- Hitting monthly save-rate and retained-revenue targets
- Collaborating with Finance, CS, and Sales to ensure process adherence and support key metrics
Requirements
- Fluent English
- Right to work in the UK (visa sponsorship not available)
- Ability to work from the London office 5 days per week
Skills
- 1 to 3 years in a phone-based, commercial, target-driven role (retention, renewals, inside sales, account management, or collections)
- Proven track record against a commercial KPI (save rate, renewal rate, bookings, quota, or collections target)
- Confidence on the phone with difficult customers
- Comfort with structured negotiation (discounts, plan changes, objection handling)
- Strong organization skills for managing administrative tasks
- Proactive attitude for identifying customer churn patterns and providing feedback
Location
- London
Work Type
- Fully office-based
- 5 days per week
Experience Level
- 1 to 3 years
Benefits
- Medicash EAP (free, confidential support for mental, physical, and financial wellbeing)
- Medicash Proactive (cashback on everyday healthcare)
- Bupa Select (private medical insurance)
- Refer-a-friend scheme (earn up to £500 per referral)
About the Company
- Flatpay is one of Europe's fastest-growing fintech companies, expanding across the UK.
- Values: Happy Humans, No Assholes, It's Our Business, Own It, Start With No, Sky-High Ambitions, The Best Argument Wins.