Merchant Retention Specialist - Boulder, CO or El Paso, TX

SumUp•El Paso, CO

23h•Hybrid

About The Position

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.

Requirements

1–3 years of experience in customer retention, account management, or sales—ideally in a high-volume or merchant-facing environment.
Calm under pressure and skilled in objection handling, de-escalation, and building trust through conversation.
Proficient in CRM tools (especially Salesforce) and familiar with POS or payment processing systems.
Thrive in fast-paced environments, juggling multiple cases and calls while meeting daily KPIs.
Empathetic, solution-oriented, and passionate about helping small businesses succeed.
Take ownership of your work, adapt quickly to change, and communicate clearly with both merchants and internal teams.
Demonstrate strong accuracy and precision while being able to work efficiency.

Responsibilities

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.
Reverse 6+ “awaiting cancellation” accounts per month and conduct 40+ one-on-one merchant trainings per month.
Keep discounts under 6% and one-time credits under 60%, preserving revenue while resolving concerns.
Surface churn trends, customer feedback, and recurring issues to help influence upstream improvements across product, CX, and sales.