Customer Retention Specialist
SumUp · Boulder, Colorado, United States; El Paso
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- Company
- SumUp
- Location
- Boulder, Colorado, United States; El Paso
- Salary
- 50K-$75
- Posted
- September 18, 2026
About this job
Merchant Retention Specialist El Paso, TX or Boulder, CO Office First Who you are: As our Merchant Retention Specialist, you’ll work directly with merchants who are at risk of canceling and help them find value in SumUp’s products again. Your goal is to resolve concerns, rebuild trust, and ensure long-term merchant success. What you’ll do: Manage inbound cancellation calls and retention cases, guiding merchants through personalized solutions to reduce churn. Proactively reach out to merchants flagged for inactivity, dissatisfaction, or NPS concerns—rebuilding confidence through training, troubleshooting, and re-onboarding. Maintain a daily workflow of 45+ outbound calls and 10+ resolution activities, while keeping your churn queue below 20.…
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