Customer Retention Supervisor

🔥 17 hours ago

🇪🇺 Europe – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Veta Virtual

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

⚖️ Legal

🏥 Healthcare

Consulting • Legal • Healthcare

Veta Virtual is a company specializing in virtual receptionist and virtual assistant services. They provide a range of services including phone answering, inbound and outbound call management, appointment scheduling, and call overflow handling. Their services are designed to convert callers into clients by delivering personalized experiences through dedicated live receptionists. Veta Virtual works across various industries, including legal, accounting, and medical, helping businesses maintain a professional image, improve customer service, and free up internal resources. The company emphasizes human interaction with 100% real human receptionists who integrate seamlessly with existing phone providers, offering a cost-effective solution compared to hiring full-time staff.

📋 Description

• Lead, coach, and manage Customer Retention Specialists with clear goals and accountability • Make outbound calls 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 including calls, conversion rates, repeat transactions, reactivation rates, and revenue • Conduct regular call reviews and coaching sessions • Analyze customer activity and campaign results to identify retention opportunities • Maintain accurate CRM records, agent scorecards, and performance reports • Handle escalated customer concerns and collaborate with Marketing, Support, Sales, Operations, and Compliance • Support hiring, onboarding, and training of new team members

🎯 Requirements

• 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 • Strong analytical skills and ability to turn performance data into action plans • Ability to balance hands-on customer work with team management in a fast-paced, entrepreneurial environment • Proficiency in Microsoft Office, especially Excel • Experience with CRM and outbound calling platforms • Comfort using AI tools for research, scripting, and daily productivity is a strong plus • Experience in fintech, financial services, cryptocurrency, or a regulated environment is a bonus • Basic knowledge of cryptocurrency and blockchain, and genuine passion for fintech, is a bonus

🏖️ Benefits

• Competitive salary in USD, paid consistently every month • Performance based incentives • 10 paid vacation days per year • All U.S. federal holidays • 100% remote work from anywhere in LATAM or Europe • Professional home setup • Collaborative, high trust culture • Growth opportunities in a fast-paced, high-growth fintech and cryptocurrency environment

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