Retention Agent

About this role

Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK. Role: Retention Agent Location: London – fully office-based, 5 days per week As a Retention Agent you will own the conversations that decide whether a merchant stays or leaves. When a customer contacts us to cancel, downgrade, or push back on pricing, you are the person who turns it around. This is a phone-first, target-driven role where you will be measured on save rate and the revenue you protect each month.

The team runs two tracks: inbound requests from internal teams like Sales and Customer Support, and outbound proactive calls to at-risk accounts. This is a commercial role, not a customer service one. Responsibilities Handling inbound cancellation and downgrade requests from merchants Running outbound save calls to at-risk accounts flagged by the team Negotiating pricing, plan changes, and contract extensions to retain revenue Owning each case end-to-end, from first contact through CRM updates, contracts, and billing Hitting monthly save-rate and retained-revenue targets Working alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics Skills & Attributes 1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, inside sales, account management, or collections A proven track record against a commercial KPI, whether save rate, renewal rate, bookings, quota, or a collections target Confidence on the phone with people who are frustrated, indifferent, or already half out the door Comfort with structured negotiation: discounts, plan changes, and objection handling Strong organisation to own the admin without anything slipping A proactive attitude: spotting patterns in why customers leave and feeding that back to the team Our Values At Flatpay, how we work matters as much as what we achieve.

Happy Humans – We bring energy to our work and create teams people enjoy being part of. No Assholes – We perform at a high level while treating colleagues and customers with respect. It's Our Business, Own It – Everyone takes responsibility and manages their work like it's their own business. Start With No – We challenge ideas, think commercially and focus on what truly creates value. Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.