Supervisor - Customer Retention & Collections

About the role

We are seeking a Supervisor to lead our Retention, Collections, and Escalations teams. This position is pivotal in delivering a world‑class customer experience while driving churn reduction, cash collection, and resolution of high‑level concerns.

Key responsibilities

• Supervise team leads and representatives across Retention, Collections, and Escalations, providing coaching and performance feedback.
• Identify trends, roadblocks, and process gaps; partner with cross‑functional teams to implement solutions.
• Oversee the escalations queue, ensuring prompt, professional handling of high‑priority issues.
• Set standards for empathetic, solution‑driven customer interactions and ensure full resolution of concerns.
• Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align priorities and resolve complex issues.
• Monitor KPIs and QA scores, use data to drive accountability, and report on progress.
• Contribute to long‑term strategy for retention, collections, and escalation management.

Required profile

• 5+ years in customer support, retention, or collections, with at least 2 years in a leadership role.
• Proven ability to coach high‑performing teams in fast‑paced environments.
• Strong experience handling escalated or sensitive customer issues with discretion and empathy.
• Demonstrated success collaborating with cross‑functional teams to drive process or policy changes.

Required skills

• Proficiency with CRM/ticketing systems such as Salesforce and Zendesk.
• Experience using phone systems like Dialpad.