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

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 Sum Up’s products again. Your goal is to resolve concerns, rebuild trust, and ensure long‑term merchant success.

Locations:
El Paso, TX or Boulder, CO.
Office First

• 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.

• You have 1–3 years of experience in customer retention, account management, or sales—ideally in a high‑volume or merchant‑facing environment. You’re calm under pressure and skilled in objection handling, de‑escalation, and building trust through conversation. You’re proficient in CRM tools (especially Salesforce) and familiar with POS or payment processing systems. You thrive in fast‑paced environments, juggling multiple cases and calls while meeting daily KPIs.
• You’re empathetic, solution‑oriented, and passionate about helping small businesses succeed.
• You 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 efficiently.

Business owners are at the heart of everything we do at Sum Up, which is why we create powerful, easy‑to‑use financial solutions to help them. With a founder’s mentality and a ‘team‑first’ attitude, our diverse teams across the globe work together to ensure small business owners we partner with can be successful doing what they love.

• $65k‑$75k
• Compensation will be finalized based on the candidate’s experience and location

• We’re a truly global team of 4000+ people from 60+ countries, working to help small businesses across 3 continents.
• Startup environment and small, cross‑functional teams
• A full suite of benefits including medical, dental and vision
• 22 days vacation days & 8 sick days plus 11 paid holidays
• 401(K) employer match and paid parental leave
• One month of sabbatical after every 3 years of employment

Sum Up is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Sum Up does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy.

Sum Up also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
Sum Up will not accept unsolicited resumes from any source other than directly from a candidate.