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.
Who you are
- 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.
Why Flatpay?
- Opportunity to shape and define how retention is built atFlatpayUK from an early stage.
- Clear career progression asFlatpayscales, 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.
