Retention Agent

About the job

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

What you'll do

Role Title

Role: Retention Agent

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

Responsibilities

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

Skills & Attributes

• 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?

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.

Background & Requirements

• Experience in sales, account management, BDR, or another customer-facing role is a strong plus.
• Fluent in English
• Right to work in the UK (unfortunately we can’t offer visa sponsorship right now)

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 +1.600 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!