Ops Job Title

Retention Agent
Flatpay · London · Office-based, 5 days per week

Flatpay is one of Europe's fastest-growing fintech companies. We've built a payments product merchants genuinely love, and now we're scaling fast in the UK. As we grow, protecting that revenue is just as important as winning it.

The Role

You'll own the conversations that decide whether a merchant stays or leaves.

When a customer calls to cancel, downgrade, or push back on pricing, you're the person who turns it around. This is a phone-first, target-driven role where you'll be measured on save rate and the revenue you protect each month.

It's a commercial role, not a customer service one. You'll be negotiating contracts, pricing, and plan changes with business owners who have already decided they want to leave. Your job is to find the deal that keeps them.

The team runs two tracks: inbound and outbound. Inbound requests come from internal teams like Sales and Customer Support. Outbound is proactive outreach to protect the portfolio and keep customers transacting.

What You'll Do

Depending on the track you're allocated to, you will:

• Handle inbound cancellation and downgrade requests from merchants
• Run outbound save calls to at-risk accounts flagged by the team
• Negotiate pricing, plan changes, and contract extensions to retain revenue
• Own each case end-to-end, from first contact through CRM updates, contracts, and billing
• Hit monthly save-rate and retained-revenue targets
• Work alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics

What We're Looking For

• 1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, account management, inside sales, or collections. Generalist customer service experience alone won't be enough
• A proven track record against a commercial KPI, whether that's 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 (CRM notes, Slack, Freshdesk, LeadDesk, billing changes, and contract updates) without anything slipping
• A proactive attitude: spotting patterns in why customers leave and feeding that insight back to the team

Nice to Have

• B2B experience, ideally with SMBs in retail, hospitality, beauty, or services
• Background in fintech, payments, SaaS, insurance, energy, or telecoms where you've saved a high volume of subscriptions or contracts
• Exposure to FCA-regulated work or vulnerable customer handling

Requirements

• Fluent English
• Right to work in the UK (we are not able to sponsor visas at this time)
• Able to work from our London office 5 days per week

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.
• 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.
• The Best Argument Wins. Titles don't decide outcomes. We debate openly to reach the best decisions.