Retention Agent

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

What's in it for you

• Medicash EAP – free, confidential support for your mental, physical, and financial wellbeing
• Medicash Proactive – cashback on everyday healthcare including dental, optical, and physio
• Bupa Select – private medical insurance
• Refer-a-friend scheme – earn up to £500 for every successful referral

Background & 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