ThreadBeast
This range is provided by ThreadBeast. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $26.00/hr - $32.00/hr
Additional compensation types Annual Bonus
Position Overview The Retention Team Lead is responsible for overseeing the Retention Team, driving team performance, and ensuring high-quality customer interactions that enhance retention and customer satisfaction. This role requires strong leadership, coaching, and operational management to optimize retention strategies in a high-volume call environment. In this leadership role, you’ll manage performance, help refine retention strategies, and optimize team effectiveness in a fast-paced, high-volume call environment.
Key Responsibilities Leadership and Coaching
Lead, develop, and regularly coach a team of Retention Specialists (I-III) to meet performance goals.
Conduct 1:1 coaching sessions, audits and monthly performance reviews to support individual growth.
Lead weekly team meetings, covering company updates, retention trends, challenges, and wins.
Optimize scripts, rebuttals, and persuasive techniques to improve customer retention.
Step in to handle escalations, inbound/outbound calls, and support coverage during peak periods (~50 daily calls).
Retention Strategy & Operations
Manage daily retention campaigns, ensuring agents are aligned with assignments.
Manage data tracking in Google Sheets, including setting up, maintaining, and following multi-step processes.
Oversee processes such as chargeback management, BBB reviews, UPS claims, and logistics-related retention concerns.
Performance Tracking & Reporting
Monitor, analyze, and report on key retention metrics (completion rate, connection rate, save rate).
Ensure the team consistently meets performance targets and identifies trends impacting retention.
Adjust team strategies based on data-driven findings to improve retention effectiveness.
Training and Development
Support new hire onboarding, ensuring a structured 3-week live training program.
Assist in developing and updating training materials, scripts, and process documentation.
Foster a team culture focused on continuous learning, skill-building, and performance improvement.
Basic Qualifications
Minimum 2-3 years of experience in customer retention, sales, or leadership.
Exceptional attention to detail, with the ability to maintain accurate data and follow multi-step processes.
Strong coaching, training, and problem-solving skills, with a focus on team development.
Experience handling escalated customer cases and retention challenges.
Ability to analyze performance data and adjust strategies to drive team success.
Proficiency in Google Sheets, CRM systems, and call center tools (JustCall preferred).
Excellent communication, conflict resolution, and motivational skills.
Ability to thrive in a fast-paced, high-pressure environment while leading by example.
Preferred Qualifications
Proven experience coaching team members to grow, strengthen decision-making skills, and meet performance expectations.
Bilingual (Spanish/English) is a plus.
Startup experience or familiarity with process optimization and workflow management.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Customer Service and Management
Industries Retail Apparel and Fashion
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Base pay range $26.00/hr - $32.00/hr
Additional compensation types Annual Bonus
Position Overview The Retention Team Lead is responsible for overseeing the Retention Team, driving team performance, and ensuring high-quality customer interactions that enhance retention and customer satisfaction. This role requires strong leadership, coaching, and operational management to optimize retention strategies in a high-volume call environment. In this leadership role, you’ll manage performance, help refine retention strategies, and optimize team effectiveness in a fast-paced, high-volume call environment.
Key Responsibilities Leadership and Coaching
Lead, develop, and regularly coach a team of Retention Specialists (I-III) to meet performance goals.
Conduct 1:1 coaching sessions, audits and monthly performance reviews to support individual growth.
Lead weekly team meetings, covering company updates, retention trends, challenges, and wins.
Optimize scripts, rebuttals, and persuasive techniques to improve customer retention.
Step in to handle escalations, inbound/outbound calls, and support coverage during peak periods (~50 daily calls).
Retention Strategy & Operations
Manage daily retention campaigns, ensuring agents are aligned with assignments.
Manage data tracking in Google Sheets, including setting up, maintaining, and following multi-step processes.
Oversee processes such as chargeback management, BBB reviews, UPS claims, and logistics-related retention concerns.
Performance Tracking & Reporting
Monitor, analyze, and report on key retention metrics (completion rate, connection rate, save rate).
Ensure the team consistently meets performance targets and identifies trends impacting retention.
Adjust team strategies based on data-driven findings to improve retention effectiveness.
Training and Development
Support new hire onboarding, ensuring a structured 3-week live training program.
Assist in developing and updating training materials, scripts, and process documentation.
Foster a team culture focused on continuous learning, skill-building, and performance improvement.
Basic Qualifications
Minimum 2-3 years of experience in customer retention, sales, or leadership.
Exceptional attention to detail, with the ability to maintain accurate data and follow multi-step processes.
Strong coaching, training, and problem-solving skills, with a focus on team development.
Experience handling escalated customer cases and retention challenges.
Ability to analyze performance data and adjust strategies to drive team success.
Proficiency in Google Sheets, CRM systems, and call center tools (JustCall preferred).
Excellent communication, conflict resolution, and motivational skills.
Ability to thrive in a fast-paced, high-pressure environment while leading by example.
Preferred Qualifications
Proven experience coaching team members to grow, strengthen decision-making skills, and meet performance expectations.
Bilingual (Spanish/English) is a plus.
Startup experience or familiarity with process optimization and workflow management.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Customer Service and Management
Industries Retail Apparel and Fashion
#J-18808-Ljbffr