Merchant Retention Specialist - Boulder, CO or El Paso, TX
$65,000–$75,000 year
On-site · Boulder, Colorado, United States or El Paso, Texas, United States
Job Summary
Manage inbound cancellation calls and retention cases to reduce churn; proactively reach out to inactive or dissatisfied merchants for re-onboarding and value recovery; perform 45+ outbound calls and 10+ resolution activities daily while keeping churn under 20; reverse monthly backlogs and conduct 40+ merchant trainings per month; maintain discount and credit parameters to protect revenue; surface churn trends and feedback to product, CX, and sales teams; collaborate with internal teams to improve merchant outcomes.
Required Qualifications
- 1–3 years of experience in customer retention, account management, or sales in high-volume or merchant-facing environments
- Proficiency with CRM tools (especially Salesforce)
- Familiarity with POS or payment processing systems
- Strong communication, problem-solving, and de-escalation skills
- Ability to coach and train merchants, manage multiple cases, and meet daily KPIs
- Empathy, ownership mindset, and ability to work with cross-functional teams
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