Supervisor, Customer Retention

Key Responsibilities

• Supervise, coach, and motivate a team of inbound retention representatives to meet and exceed retention, save rate, revenue, and customer experience goals and key performance indicators (KPIs)
• Monitor call quality, retention performance, productivity, and customer interaction metrics; provide ongoing feedback, coaching, and development opportunities
• Lead by example through strong customer engagement, problem-solving, and a commitment to delivering exceptional customer experiences that drive customer loyalty and retention
• Manage escalated customer concerns, billing disputes, service-related issues, and cancellation requests in a timely, professional, and customer-focused manner
• Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations to support employee growth and accountability
• Develop and implement strategies to improve customer retention rates, save performance, customer satisfaction, and revenue preservation
• Ensure team compliance with company policies, procedures, retention guidelines, and quality standards
• Analyze retention reports, customer trends, churn drivers, and performance data to identify gaps, opportunities, and process improvements
• Partner with leadership on retention forecasting, performance goals, workforce planning, and continuous improvement initiatives
• Guide the team in identifying customer needs and presenting appropriate retention solutions, service options, and value-based offers to retain customers
• Ensure representatives set clear and accurate expectations regarding services, billing, promotions, troubleshooting steps, and resolution timelines
• Foster a positive, high-performing, and customer-focused team environment centered on accountability, engagement, and employee development
• Perform additional duties and responsibilities as assigned

Qualifications

• 3–5+ years of inbound sales, call center, or inbound retention experience
• Prior supervisory, team lead, or people leadership experience required
• Strong leadership, coaching, and employee development skills
• Demonstrated success in meeting or exceeding retention targets and performance goals
• Excellent verbal, written, and interpersonal communication skills
• Strong problem-solving, decision-making, and conflict resolution abilities
• Demonstrate a Go-Getter attitude with transferable skills
• Proficiency with CRM systems and call center platforms (CSG, Five9 and Sugar CRM experience preferred)
• Strong analytical skills with the ability to interpret performance metrics and identify actionable insights
• Ability to thrive in a fast-paced, results-oriented environment
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Flexibility to work evenings, weekends, or adjusted schedules as business needs require