Supervisor - Customer Retention & Collections

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.

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 escalations queue, ensuring prompt, professional responses to high-priority issues, including complaints submitted to all channels.

Ensure High-Quality Interactions: Set the standard for empathetic, solution-driven customer service. Ensure teams are resolving full customer concerns, not just closing cases.

Collaborate Cross-Functionally: Work closely with Billing Operations, Legal, Product, and Customer Experience (including Vendor Manager) teams to align priorities, share customer insights, and resolve complex issues.

Analyze & Report Performance: Monitor key KPIs and QA scores across all three functions. Use data to drive accountability, report on progress, and propose improvements.

Contribute to Strategy: Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

Required Experience

• 5+ years in customer support, retention, or collections roles, with at least 2+ years of leadership experience.
• Proven ability to coach and lead high-performing teams in fast-paced, dynamic environments.
• Strong background in handling escalated or sensitive customer issues with discretion and empathy.
• Experience collaborating with cross-functional teams to drive process or policy changes.
• Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad).
• Comfortable managing team performance metrics, QA frameworks, and reporting tools.
• Understanding of KPIs and comfort with the data necessary to achieving them.