Customer Retention & Collections Supervisor (Remote)

⏰ Shift Schedule & Work Setup:

• US Eastern/Central Timezone (Night Shift in PH)
• 100% Remote – work from the comfort of your home
• Applicants should be equipment ready (laptop, headset, etc.) to ensure a smooth start and seamless workflow

🏢 Job Summary:

We are seeking a proactive, experienced, and customer-focused Customer, Retention & Collections Supervisor to lead and support our Retention, Collections, and Escalations teams. This role is critical to delivering a world-class customer experience while meeting business goals related to churn reduction, cash collection and resolution of high-level concerns.

The ideal candidate will bring a passion for coaching and development, a track record of operational improvement, and a strong understanding of customer experience best practices. This role requires a balance of people leadership, process optimization, and hands-on support —ensuring that our agents are empowered to deliver empathetic, effective, and efficient service.

🔑 Key Responsibilities:

• Lead & Develop Teams: Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support.
• Drive Operational Excellence: Identify trends, roadblocks, and process gaps. Partner cross-functionally to advocate for solutions that improve customer outcomes and internal efficiency.
• Support Escalations: Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues, including complaints submitted to the BBB, AG, TrustPilot, and similar channels.
• Ensure High-Quality Interactions: Set the standard for empathetic, solution-driven customer service. Ensure teams are resolving full customer concerns, not just closing cases.
• Collaborate Cross-Functionally: Work closely with Billing Operations, Legal, Product, and Customer Experience (including Vendor Manager) teams to align priorities, share customer insights, and resolve complex issues.
• Analyze & Report Performance: Monitor key KPIs and QA scores across all three functions. Use data to drive accountability, report on progress, and propose improvements.
• Contribute to Strategy: Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

Requirements

💡 Skills, Knowledge, and Expertise

(Minimum required for this role)

• Bachelor’s degree in Business, Communications, Hospitality, or related field—or equivalent professional experience

• 5+ years in customer support, retention, or collections roles, with at least 2+ years of leadership experience.
• Proven ability to coach and lead high-performing teams in fast-paced, dynamic environments.
• Strong background in handling escalated or sensitive customer issues with discretion and empathy.
• Experience collaborating with cross-functional teams to drive process or policy changes.
• Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad).
• Comfortable managing team performance metrics, QA frameworks, and reporting tools.
• Understanding of KPIs and comfort with the data necessary to achieving them.

🌟 What Sets You Apart

• Customer Engagement & Retention: Skilled in designing strategies that reduce churn, drive satisfaction, and support long-term loyalty.
• Collections Expertise: Understanding of collections workflows, regulatory considerations, and how to balance customer empathy with business needs.
• Escalation Management: Calm, professional, and tactful in handling high-pressure or public-facing issues. 
• Communication & Influence: Clear, persuasive communicator who inspires their team and aligns stakeholders around shared goals.
• People Leadership: Fosters an inclusive, high-trust environment. Delivers timely feedback, supports career growth, and holds team members accountable.
• Problem Solving & Initiative: Uses data, insight, and creativity to remove blockers and propose scalable solutions.
• Negotiation & Objection Handling: Guides team members on how to overcome objections and find win-win solutions.
• Systems & Documentation: Ensures accurate and thorough use of internal systems for tracking, reporting, and process adherence.
• Resilience & Adaptability: Remains steady and proactive during change and helps the team navigate uncertainty with confidence.
• Innovation: Encourages new ideas and helps bring them to life to improve customer and team outcomes.

Benefits

💻 Why You'll Love Working with Us:

• 100% Remote Work: Enjoy the flexibility of working from anywhere!
• Paid Leave: Take time off to recharge, starting upon regularization.
• HMO Benefits: Comprehensive healthcare coverage as soon as you're regularized.
• Government-Mandated Benefits: All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are fully provided.
• Fun & Collaborative Culture: Be part of a dynamic team that values creativity, innovation, and teamwork.

🚨 NOTE:

This is a full-time employment position and NOT an Independent Contractor arrangement.