Job Description
We’re looking for a Supervisor - Customer Retention & Collections to lead and support our Retention, Collections, and Escalations teams. This role is critical to delivering a world-class customer experience while meeting business goals related to churn reduction, cash collection and resolution of high-level concerns.
The ideal candidate will bring a passion for coaching and development, a track record of operational improvement, and a strong understanding of customer experience best practices.
Requirements
Lead & Develop Teams: Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support.
Drive Operational Excellence: Identify trends, roadblocks, and process gaps. Partner cross-functionally to advocate for solutions that improve customer outcomes and internal efficiency.
Support Escalations: Oversee the es...