Retention manager (Latam)

About the Position

Become a part of Weltrade, a reliable international company with over 19 years of experience in the FX and online trading market. Join our Global Team! Work From Anywhere! Grow With Us!

About Weltrade

Weltrade is a leading international Fintech innovator with over two decades of stability and trust. Established in 2006, we are committed to providing secure, efficient, and accessible trading solutions in the global FX and online trading market. We operate as a truly global, remote-first team across different time zones, united by a culture of autonomy and shared goals. We are currently seeking proactive specialists to join our cross-functional environment. At Weltrade we offer impact, ownership, and the stability to do your best work. We are a flat organization where empowered professionals are trusted to design the future of global trading.

About Your Role

In this role, you will join the Growth & Retention team, a client-driven and data-aware group dedicated to turning signups into active, confident traders. Your mission is to remove real-world friction for Spanish-speaking clients who register but stall: deposit issues, platform confusion, or simple drop-off, and to bring inactive clients back with respectful, problem-solving conversations. Your core challenge is operating at high call volume while keeping every interaction human, precise, and measurable: you will diagnose blockers, resolve what you can in the moment, and convert repeated client signals into actionable feedback for the business. Your work directly improves activation, retention, and client trust-ensuring more traders reach their “first win” with Weltrade instead of silently churning.

Responsibilities

• High-volume outbound calling experience: 1+ year in outbound calling within fintech, telecom, banking, insurance, or similar, with proven ability to sustain 100+ calls/day consistently.
• Funnel-blocker troubleshooting: Demonstrated experience resolving client activation issues (e.g., payment method failures, account selection confusion, platform navigation) in real time via phone.
• CRM discipline: Confident working daily in CRM tooling to log outcomes, reasons, and next steps with high accuracy (experience with Customer.io or comparable systems).
• Pattern detection & reporting: Proven ability to spot recurring friction themes, quantify them (by region/topic), and translate them into clear weekly summaries for stakeholders.
• Language capability: Native Spanish and English B2–C1 for cross-team collaboration and documentation.

Nice to Have

• Experience in Forex/trading environments or with trading client journeys.
• Hands-on experience with Intercom.
• Experience with IP-telephony / cloud call systems (e.g., CloudTalk or similar).

We Offer

• Remote-First Flexibility
• Ownership & Impact
• Flat Organization
• Wellbeing/Leave Allowance

Work Type

• Full-time
• Remote work

Department

• Customer Success

Location

• LATAM