Retention Agent

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.

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 where appropriate.
• Look for opportunities toretaincustomers and build longer-term value.
• Balance customer needs with Flatpay’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.

• 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.

• Opportunity to shape and define how retention is built atFlatpay
  
  UK from an early stage.
• Clear career progression as Flatpayscales, with scope to grow into senior commercial or leadership roles.
• Fast-paced, in-office environment with real ownership, responsibility, and new challenges every day.
• Be part of ahigh-growthfintech where your commercial impact is visible and measurable.