Manager, Retention

Role Overview

Drive key metrics from your team (i.e. median first response time, first 30 day success metrics, save rates, QA scores)

Manage team schedule and daily attendance to ensure we are adequately staffed to meet the growing needs of our Pros

Create a supportive environment and continued investment in team members, ensuring they are well versed in all company and departmental goals, and leading their further development

Complete 1:1's with team members to serve your team in identifying areas of opportunity

Lead training and coaching sessions for support team members

Stay up-to-date on coming features or product changes and share knowledge with team members

Navigate other tasks and responsibilities as dictated by the evolving needs of our business

Support hiring needs through conducting interviews, partaking in candidate reviews, etc.

Qualifications

• 2+ years experience in full-time customer support, account management, sales, or related field
• 1+ years experience leading teams of 10+
• Experience using AI tools to increase quality and efficiency of work
• Bachelor's degree or equivalent experience in a related field

What Will Help You Succeed

• Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
• Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
• Ability to motivate and inspire your team to deliver exceptional service
• Proactive problem-solving skills with a focus on improving processes and outcomes

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $74,000-$82,500 OTE ($51,900-$57,750 base salary + 30% bonus).

The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits:

• health care insurance (medical, dental, vision, disability)
• employee assistance program
• 401(K)
• flexible time off
• paid parental leave
• tech reimbursement
• other company benefits