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About the Role

The Retention Specialist is a key Customer Support role focused on reducing churn and strengthening customer loyalty. This role proactively engages customers who may be at risk of leaving, ensuring their needs are understood and met, while handling the broad responsibilities of a Customer Support Specialist.

Responsibilities

Handle inbound retention calls from customers considering account closure or external options.
Make outbound retention calls to proactively engage customers flagged as at risk.
Understand customer needs and offer tailored solutions to improve their experience.
Identify opportunities to strengthen customer loyalty and reduce churn.
Use SMS and email to follow up and maintain proactive customer engagement.
Partner with colleagues and leaders to refine retention approaches and share best practices.
Manage customer rate review requests and provide guidance on appropriate pricing structures.
Contribute to SAS/TACT churn reduction OKRs.

Requirements

Strong customer service background with proven rapport-building skills.
Confidence in handling solution-focused conversations, including challenging ones.
Ability to balance empathy with achieving business outcomes.
Resilience and adaptability in a fast-paced environment.
Proactive mindset, contributing new ideas to strengthen customer retention.

Location

Australia

Work Type

Hybrid
3 days in the office

Benefits

18 weeks paid primary carers leave
12 weeks paid secondary carers leave
Annual team-based volunteer day
Birthday Leave
Power Up Day (Additional day of leave)
Weekly team social events, snacks, craft beer and wine, ping pong and video games
Taco Tuesdays
Mental health and wellness initiatives
Novated leasing

About the Company

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success.
With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers.
We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.
Just like our customers, we’re obsessed with the success of our people.
Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro.
We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together!
We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact.
As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Equal Opportunity

Tyro is committed to a diverse, inclusive workplace where everyone thrives.
We welcome applicants of all backgrounds and are an equal opportunity employer.
If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.