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.

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 escalations queue, ensuring prompt, professional responses to high...