Manager, Retention

Housecall Pro

17h•$51,900 - $57,750•Remote

About The Position

Why Housecall Pro? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. As a Manager, Retention, you oversee a team of Retention Specialist Coaches in a fast-paced environment, whose job it is to earn a second chance from Pros looking to cancel. You excel in motivating others, and cultivate a collaborative, growth-oriented work environment. You work directly with leadership to ensure your team is delivering a positive experience for our service professionals (our Pros). You are passionate about our mission to champion Pros to success. You aid your team by providing coaching on best practices, and supporting them to reach their career goals. The key to success is developing a high performing team and confidence that your team is delivering best-in-class support. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

Requirements

2+ years experience in full-time customer support, account management, sales, or related field
1+ years experience leading teams of 10+
Experience using AI tools to increase quality and efficiency of work
Bachelor's degree or equivalent experience in a related field

Nice To Haves

Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
Ability to motivate and inspire your team to deliver exceptional service
Proactive problem-solving skills with a focus on improving processes and outcomes

Responsibilities

Drive key metrics from your team (i.e. median first response time, first 30 day success metrics, save rates, QA scores)
Manage team schedule and daily attendance to ensure we are adequately staffed to meet the growing needs of our Pros
Create a supportive environment and continued investment in team members, ensuring they are well versed in all company and departmental goals, and leading their further development
Complete 1:1's with team members to serve your team in identifying areas of opportunity
Lead training and coaching sessions for support team members
Stay up-to-date on coming features or product changes and share knowledge with team members
Navigate other tasks and responsibilities as dictated by the evolving needs of our business
Support hiring needs through conducting interviews, partaking in candidate reviews, etc.

Benefits

A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
Paid holidays and flexible, take-it-as-you-need-it paid time off
Equity in a rapidly growing startup backed by top-tier VCs
Monthly tech reimbursements
A culture built on innovation that values big ideas, no matter where they come from
Equity in a rapidly growing startup backed by top-tier VCs
health care insurance (medical, dental, vision, disability)
employee assistance program
401(K)
flexible time off
paid parental leave
tech reimbursement
other company benefits