Retention Agent

• 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.

• 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.

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 wecan’toffer visa sponsorship right now)