Team Lead, Retention
PermanentJob Overview
The Team Lead, Retention is responsible for the day-to-day leadership of our Retention Team.
This role focuses on people leadership, service quality, retention outcomes, and operational execution, while ensuring a consistent, accurate, and compliant customer experience.
This role focuses on people leadership, service quality, retention outcomes, and operational execution, while ensuring a consistent, accurate, and compliant customer experience.
What that means day-to-day:
People Leadership & Coaching
• Lead, coach, and support a team of retention agents
• Conduct regular coaching sessions, performance feedback, and one-on-ones
• Support onboarding and ongoing training of new and existing team members
• Foster a positive, accountable, and performance-driven team culture
Retention & Operational Performance
• Ensure coverage and schedule adherence during the 9:00 AM – 5:00 PM EST OR 11:00AM - 7:00PM shift
• Monitor daily KPIs including retention activity, productivity, quality, and attendance
• Support queue management and real-time issue resolution
• Identify and escalate retention risks or recurring customer issues
Customer Experience & Escalations
• Handle escalated customer interactions professionally and efficiently
• Ensure accurate, compliant, and empathetic customer communication
• Reinforce service standards and retention best practices
Collaboration & Reporting
• Partner closely with the Director, Retention on team performance, risks, and priorities
• Share insights, trends, and improvement opportunities
• Support process improvements and operational changes
• Lead, coach, and support a team of retention agents
• Conduct regular coaching sessions, performance feedback, and one-on-ones
• Support onboarding and ongoing training of new and existing team members
• Foster a positive, accountable, and performance-driven team culture
Retention & Operational Performance
• Ensure coverage and schedule adherence during the 9:00 AM – 5:00 PM EST OR 11:00AM - 7:00PM shift
• Monitor daily KPIs including retention activity, productivity, quality, and attendance
• Support queue management and real-time issue resolution
• Identify and escalate retention risks or recurring customer issues
Customer Experience & Escalations
• Handle escalated customer interactions professionally and efficiently
• Ensure accurate, compliant, and empathetic customer communication
• Reinforce service standards and retention best practices
Collaboration & Reporting
• Partner closely with the Director, Retention on team performance, risks, and priorities
• Share insights, trends, and improvement opportunities
• Support process improvements and operational changes
What you’ll need to be successful:
• 2–4 years of experience in customer service, retention, or contact center environments
• Previous experience as a Team Lead, Supervisor, or Senior Agent
• Strong coaching, communication, and organizational skills
Required Skills & Qualifications
• Fluent bilingualism in French and English (written and spoken) – REQUIRED
• Familiarity with CRM or ticketing systems
• Experience in regulated or compliance-focused environments
• Previous experience as a Team Lead, Supervisor, or Senior Agent
• Strong coaching, communication, and organizational skills
Required Skills & Qualifications
• Fluent bilingualism in French and English (written and spoken) – REQUIRED
• Familiarity with CRM or ticketing systems
• Experience in regulated or compliance-focused environments