Kinetic Customer Service Retention Supervisor

About the Role:

As a Customer Service Retention Supervisor, you will lead a team focused on strengthening customer relationships, reducing churn, and delivering a service experience that builds loyalty. This role is ideal for a people-first leader who can coach for performance, solve problems quickly, and use insights to improve both customer outcomes and team results. You will help create a high-energy, accountable environment where associates feel supported and customers feel valued.

What Youll Do:

• Lead, coach, and develop a team of customer service professionals focused on customer retention, revenue impact, and customer resolution.
• Monitor daily performance metrics, customer trends, and service quality to drive results and improve customer experience.
• Provide real-time guidance and escalation support for complex customer concerns, billing issues, and save opportunities.
• Use data and team insights to identify root causes of churn and implement action plans that improve retention outcomes.
• Partner with cross-functional teams to remove barriers, improve processes, and deliver a more seamless customer journey.
• Reinforce a culture of accountability, recognition, and continuous improvement through regular feedback and coaching.
• Support hiring, onboarding, scheduling, and performance management activities for the team.
• Ensure policies, procedures, and customer commitments are followed consistently and with care.

Do You Have?

• Experience leading or coaching teams in customer service, retention, call center, or related environments
• A strong track record of improving team performance, customer satisfaction, and retention results
• Confidence handling escalated customer issues with professionalism, empathy, and sound judgment
• Ability to interpret performance data, identify trends, and turn insights into action
• Strong communication, coaching, and relationship-building skills
• Ability to manage multiple priorities in a fast-paced, metric-driven environment
• Comfort with change and a mindset focused on continuous improvement
• Proficiency with customer service systems, reporting tools, and standard business applications
• 3+ years relevant customer service/call center experience with 0-1 supervisory/lead experience for supervisory roles

Minimum Requirements:

College degree and 3-5 years professional level experience with 0-1 years supervisory experience; or 7+ years professional level related experience with 0-1 years supervisory experience; or an equivalent combination of education and professional level related experience required.