Customer Retention Team Supervisor

Lead customer retention teams in Canada using outbound engagement and performance analysis to improve reactivation, repeat transactions, and revenue recovery.This Customer Retention Supervisor position offers leadership within fintech and cryptocurrency. You will supervise specialists, manage retention campaigns, and improve customer conversion. The work combines coaching, direct customer calls, operational reporting, and collaboration across Marketing, Customer Support, Sales, Operations, and Compliance. You will help build processes that strengthen measurable commercial results.Key Responsibilities:
Lead, motivate, and supervise Customer Retention SpecialistsConduct outbound calls supporting reactivation and repeat transactionsDevelop SOPs, workflows, scripts, and training materialsDesign campaigns involving offers, follow-ups, and reactivationMonitor conversion, reactivation, transaction, and recovered revenue metricsRequirements:
At least 3 years of supervisory or leadership experienceSuccess managing retention, conversion, and reactivation performanceStrong coaching, mentoring, communication, and negotiation skillsExperience with Excel, CRM systems, and calling platformsAI tool familiarity and fintech experience are advantageousApply customer retention leadership, outbound communication, and performance management to strengthen measurable results in fintech.
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