Manager, Retention

Housecall Pro

1d • $74,000 - $82,500 • Remote

About The Position

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees