Customer Retention Specialist

About the job

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+…