Lead, manage, and develop US-based Retention Specialists for omni-channel CX.
Drive team KPIs (CSAT, response times, retention, QA) with improvements.
Coach and mentor team members to grow skills, engagement, and performance.
Collaborate with product, logistics, and marketing to improve the customer journey.
Lead friction-reduction initiatives using Test & Learn and scrappy thinking.
Assist with hiring, onboarding, and training Retention Specialists.

🎯 Requirements

4+ years CX or support leadership, incl. 2+ years remote management.
Proven ability to sustain engagement, accountability, and performance in remote teams.
Strong CX metrics knowledge; drive results with KPIs.
Experience with CX platforms such as Zendesk and Gladly.
Excellent written and verbal communication; customer focus.
Bachelor’s degree or higher preferred; startup experience and weekend availability.

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