About the Role
We’re looking for a hands-on, customer-first Sales & Retention Officer to join our growing team. In this role, you’ll be at the heart of our merchant experience—owning customer issues end-to-end, working closely with partners, and making sure nothing falls through the cracks. If you enjoy problem-solving, building relationships, and thriving in a fast-moving startup environment, this role is for you.
What You’ll Do
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Be the go-to person for merchants, handling questions, issues, and day-to-day support with care and urgency
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Take ownership of merchant concerns from start to finish—liaising with internal teams and external providers to get clear answers and real solutions
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Proactively follow up on open issues to ensure timely resolution and a great customer experience
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Support merchant onboarding by assisting with applications and drafting contracts
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Coordinate terminal orders and logistics, making sure devices are delivered and set up on time
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Identify potential issues early and work proactively to prevent churn
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Keep clear and organised records of merchant interactions and outcomes
What We’re Looking For
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Experience in customer service, support, or account management
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Patient, persistent, and proactive—comfortable following up and pushing for answers
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Strong customer-centric mindset with a focus on retention and long-term relationships
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Solution-focused problem solver who takes ownership
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Confident communicator who can work with both customers and partners
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Comfortable working in a fast-paced, evolving startup environment