- Supervise team leads and representatives across Retention, Collections, and Escalations.
- Provide regular coaching, performance feedback, and development support to team members.
- Identify trends and process gaps to advocate for operational improvements.
- Oversee the escalations queue for high-priority issues including BBB, AG, and TrustPilot complaints.
- Set standards for empathetic, solution-driven service to ensure thorough issue resolution.
- Partner with Billing Operations, Legal, Product, and CX teams to align priorities.
- Monitor KPIs and QA scores to report performance and drive accountability.
- Contribute to the long-term strategy for retention, collections, and escalation management.
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