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SumupPayOps

Customer Retention Specialist

Boulderonsitemid$50K – $75K

via Greenhouse

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About this role

Customer Retention Specialist El Paso, TX or Boulder, CO Office First Who you are: As our Customer Retention Specialist, you’ll work directly with customers who are at risk of canceling and help them find value in SumUp’s products again. Your goal is to resolve concerns, rebuild trust, and ensure long-term merchant success. What you’ll do: Manage inbound cancellation calls and retention cases, guiding customers through personalized solutions to reduce churn. Proactively reach out to merchants flagged for inactivity, dissatisfaction, or NPS concerns—rebuilding confidence through training, troubleshooting, and re-onboarding. Maintain a daily workflow of 45+ outbound calls and 10+ resolution activities, while keeping your churn queue below 20.…

Read the full description on Sumup's site →

What we'd score you on

reqspace match rubric

Five dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.

1

Skills match

For this role: teams, salesforce

2

Level fit

This role is mid-level. We check your trajectory against it.

3

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

4

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

5

Location fit

This role is based in Boulder. We weight your proximity and willingness to relocate.

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Skills in this role

Pulled from the job description. These are the keywords we'll weight when scoring your fit.

teamssalesforce

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