Retention Agent

About the job

Flatpay is reshaping how businesses manage payments. We provide easy-to-use, transparent, and cost-effective payment solutions – from card readers to point-of-sale systems – that help our customers grow and run their businesses more efficiently.

As a fast-scaling fintech, we’re growing quickly across the UK. Retention is a critical commercial lever for us, and we’re building a dedicated function focused on protecting and growing revenue through strong customer relationships and commercial decision-making.

What you'll do

Location: London (Office-based, 5 days per week)
Tea m: UK Commercial

At Flatpay, retention is not a support function – it’s a commercial role with direct responsibility for revenue protection and growth.
We’re hiring a commercially driven Retention Agent to join our UK team in-office. This role owns churn risk end-to-end and sits at the intersection of sales, account management, and commercial operations.


Key Responsibilities

Work directly with customers

• Speak with customers who want to cancel or downgrade their plan.
• Understand their challenges and concerns.
• Lead clear, respectful conversations focused on finding the right outcome.

Protect and grow revenue

• Take ownership of churn cases from start to finish.
• Offer alternatives such as pricing changes, plan adjustments, or pauses whereappropriate.
• Look for opportunities toretaincustomers and build longer-term value.
• Balance customer needs with Flatpay’s commercial goals.

Stay organised and work with the team

• Keep clear notes on customer conversations and decisions.
• Manage internal actions like billing changes, pauses, renewals, and contract updates.
• Collaborate with other teams to make sure everything is followed through smoothly.

Who you are

• Commercially minded and comfortable working toward clear goals.
• Confident speaking with customers and handling challenging conversations.
• A good listener who can negotiate and handle objections calmly.
• Organised, proactive, and comfortable owning your work.
• Able to make decisions within clear guidelines.
• Experience in sales, account management, BDR, or another customer-facing role is a strong plus.

Why Flatpay?

• Opportunity to shape and define how retention is built atFlatpayUK from an early stage.
• Clear career progression asFlatpayscales, with scope to grow into senior commercial or leadership roles.
• Fast-paced, in-office environment with real ownership, responsibility, and new challenges every day.
• Be part of ahigh-growthfintech where your commercial impact is visible and measurable.

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 in 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 +1.500 passionate colleagues dedicated to making a difference in the financial world.

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 7 million European merchants together!