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Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.
Role: Retention Agent
Location: London – fully office-based, 5 days per week
As a Retention Agent you will own the conversations that decide whether a merchant stays or leaves. When a customer contacts us to cancel, downgrade, or push back on pricing, you are the person who turns it around. This is a phone-first, target-driven role where you will be measured on save rate and the revenue you protect each month.
The team runs two tracks: inbound requests from internal teams like Sales and Customer Support, and outbound proactive calls to at-risk accounts. This is a commercial role, not a customer service one.
Responsibilities
- Handling inbound cancellation and downgrade requests from merchants
- Running outbound save calls to at-risk accounts flagged by the team
- Negotiating pricing, plan changes, and contract extensions to retain revenue
- Owning each case end-to-end, from first contact through CRM updates, contracts, and billing
- Hitting monthly save-rate and retained-revenue targets
- Working alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics
Skills & Attributes
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- 1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, inside sales, account management, or collections
- A proven track record against a commercial KPI, whether save rate, renewal rate, bookings, quota, or a collections target
- Confidence on the phone with people who are frustrated, indifferent, or already half out the door
- Comfort with structured negotiation: discounts, plan changes, and objection handling
- Strong organisation to own the admin without anything slipping
- A proactive attitude: spotting patterns in why customers leave and feeding that back to the team
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.
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What's In It For You
- Medicash EAP – free, confidential support for your mental, physical, and financial wellbeing
- Medicash Proactive – cashback on everyday healthcare including dental, optical, and physio
- Bupa Select – private medical insurance
- Refer-a-friend scheme – earn up to £500 for every successful referral
Background & Requirements
- Fluent English
- Right to work in the UK (we are not able to sponsor visas at this time)
- Able to work from our London office 5 days per week
Established in 2022 in Copenhagen with a commitment to transparency, we've streamlined card payments to small and medium-sized businesses. Our innovative pricing model eliminates hidden costs and fees, offering a simple flat rate for all cards with no monthly subscription for our point-of-sale and payment solutions.
Operating in Denmark, Finland, Germany, Italy, France, the United Kingdom, and the Netherlands, we're more than just a service provider; we are your trusted business partner.
We continuously strive to stay ahead of the curve, adapting our solutions to meet our clients' evolving needs. Ready to be part of something extraordinary?
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