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)
Team: 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 withFlatpay’scommercial 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.
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!
