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.