Team Lead, Customer Retention
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 Apply tot his job