Customer Retention, Collections Supervisor

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise team leaders and representatives within the Retention, Collections, and Escalations departments. Provide continuous coaching, performance evaluation, and developmental support.

• Recognize trends, obstacles, and process deficiencies. Advocate for solutions that enhance customer experiences and internal operational efficiency.

• Manage the escalations queue, ensuring timely and professional responses to critical issues.

• Establish the benchmark for empathetic, solution-oriented customer service. Ensure that teams effectively address and resolve customer concerns.

• Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align goals and troubleshoot complex issues.

• Track key performance indicators (KPIs) and quality assurance (QA) scores. Leverage data to promote accountability and suggest enhancements.

• Partner with departmental leadership to formulate long-term strategies for retention, collections, and escalation management.

⛳️ Requirements

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

• Over 5 years of experience in customer support, retention, or collections roles, including a minimum of 2 years in a leadership capacity.

• Demonstrated ability to coach and lead high-performing teams in fast-paced, dynamic settings.

• Strong experience in managing escalated or sensitive customer issues with discretion and empathy.

• Proven track record of collaborating with cross-functional teams to implement process or policy changes.

• Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad).

• Comfortable overseeing team performance metrics, QA frameworks, and reporting tools.

• Understanding of KPIs and familiarity with the data required to achieve them.

🏝️ Benefits

• 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.