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

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 7, 2026

Salary

$65K-$75K From the posting source checked Jun 20, 2026

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$81,650 U.S. median for this role

Projected growth (BLS Employment Projections)

+6.9% - Faster than average

14% below the BLS role benchmark for human resources aggregate.

Matched to SOC 13-1071 - Human Resources aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Hr From the posting source checked Jun 20, 2026

Seniority

Mid From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Company stage

Growth-stage From the posting source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Merchant Retention Specialist - Boulder, CO or El Paso, TX Boulder, Colorado, United States; El Paso, Texas, United States 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. - 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. What we're looking for: - 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,

Read the full description at sumup.com. FewerJobs shows a preview and links to the original posting.