We’re seeking an experienced Customer Retention Team Lead to oversee a high-performing call center team focused on reducing churn and improving customer loyalty. The ideal candidate has telecommunications or subscription-based experience, proven success in meeting save rate and retention KPIs, and expertise in Salesforce, Five9, Verint, or similar platforms.
• Lead and coach a team of 10–14 Retention Specialists to meet KPIs (Save Rate, CX, AHT).
• Develop and implement churn reduction strategies across telecom or subscription customers.
• Monitor call quality, customer interactions, and system usage (Salesforce, Five9, Verint).
• Partner with cross-functional teams (Billing, CX, Customer Success) to optimize retention programs.
• 3+ years of call center leadership experience in Customer Retention / Loyalty.
• Background in SaaS, or subscription services.
• Strong experience of CRM and telephony tools (Salesforce, Five9, IEX, Verint).
• Proven track record in reducing churn and improving customer satisfaction (CX).
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Application Question(s):
• Are you a US Citizen or a Green Card Holder?
• Do you have experience in managing a retention team? Do specify how big the team was.
• How many years of recent experience do you have as a Retention team lead or a Retention Manager?
Work Location: Remote
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