Retention Agent

About the job

Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK.


Role: Retention Agent
Location: London (Office-based, 5 days per week)


The Role

You'll own the conversations that decide whether a merchant stays or leaves. When a customer calls (or you call them) to cancel, downgrade, or push back on pricing, you're the person who turns that around. This is a phone-first, target-driven role where you'll be measured on a save rate and the revenue you protect each month.
It's a commercial role first, not just 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.


What you'll do

• Handle inbound cancellation and downgrade requests from our customers .
• Run outbound save calls to at-risk accounts flagged by the team.
• Negotiate pricing, plan changes, contract extensions, and pauses to retain revenue.
• Own each case end-to-end . F rom the first call through to billing, contract, and CRM updates.
• Hit monthly save rate and retained -revenue targets.
• Spot patterns in why customers leave and feed that back to product, sales, and CS.

What we're looking for 

• 1-3 years in a phone-based, target-driven role. Eg. retention, renewals, account management, inside sales, or collections. Generalist customer service won't be enough on its own.
• Proven track record against a commercial KPI (save rate, renewal rate, quota, collections target).
• Confident on the phone with people who are frustrated, indifferent, or already half out the door.
• Comfortable with structured negotiation: discounts, plan changes, objection handling.
• Organised enough to own admin (CRM notes, billing changes, contract updates) without it slipping.

Nice to have

• B2B experience, ideally with SMBs (retail, hospitality, beauty, services).
• Fintech, payments, SaaS, insurance, energy, or telecoms background ( any environment 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 can't sponsor visas right now).
• Able to work from our London office 5 days a 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 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.

About us

Welcome to Flatpay!

Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.

Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmark's fastest unicorn!

Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +2.000 passionate colleagues dedicated to making a difference in the world of payments.

What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs.

Let's shape the future of merchants together!