Supervisor - Customer Retention & Collections

About the role

We are seeking a Supervisor to lead our Retention, Collections, and Escalations teams. The role is pivotal in delivering a world‑class customer experience while meeting business goals such as churn reduction, cash collection, and resolution of high‑level concerns.

Key responsibilities

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

Required profile

• 5+ years in customer support, retention, or collections, with at least 2 years in a leadership role.
• Proven ability to coach and lead 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.
• Comfortable managing team performance metrics, QA frameworks, and reporting tools.

Required skills

• Experience with CRM/ticketing systems such as Salesforce.
• Experience with Zendesk.
• Experience with phone systems such as Dialpad.