Customer Retention & Collections Supervisor

Philippines, US Eastern/Central Timezone (Night Shift in PH)Full-TimeManager

Salary not disclosed

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Job Details

Experience: 5+ years in customer support, retention, or collections roles, with at least 2+ years of leadership experience.
Required Skills: SalesforceQuality AssuranceCRMZendesk

Bachelor’s degree in Business, Communications, Hospitality, or related field—or equivalent professional experience.
5+ years of experience in customer support, retention, or collections roles.
2+ years of proven leadership experience.
Ability to coach and lead high-performing teams in fast-paced environments.
Background in handling sensitive or escalated customer issues with empathy and discretion.
Experience collaborating with cross-functional teams to drive policy or process changes.
Proficiency in CRM and ticketing systems like Salesforce or Zendesk.
Proficiency in phone systems like Dialpad.
Experience managing team performance metrics, QA frameworks, and reporting tools.
Strong understanding of KPIs and data analysis for operational improvement.
Must be equipment ready with personal laptop and headset.

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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