Full job descriptionFlatpay 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
*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.

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

Hiring Process
*Application Review – Our Talent Team reviews your CV to assess experience and potential fit.

*Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.

*Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.

*Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.