Position Overview

The Retention Specialist Team Lead is responsible for leading a team of Retention Specialists while serving as a senior escalation point for client retention and customer experience matters. This role combines people leadership, performance management, and client relationship expertise to reduce churn, improve customer satisfaction, and drive long-term client success. The Team Lead partners with internal departments and client stakeholders to ensure retention goals, service levels, and operational objectives are achieved.

Key Responsibilities

Team Leadership & Development

• Lead, coach, motivate, and develop a team of Retention Specialists.
• Monitor and distribute workloads to ensure timely and effective customer support.
• Create and manage team schedules to maintain adequate coverage and service levels.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Provide ongoing training and mentorship on retention strategies, customer engagement, systems, and best practices.
• Foster a culture of accountability, teamwork, professionalism, and continuous improvement.

Client Retention & Customer Success

• Serve as the primary escalation point for complex merchant and client retention issues.
• Build and maintain strong client relationships to improve satisfaction and loyalty.
• Analyze customer account activity, payment processing trends, and product usage to identify retention risks and opportunities.
• Develop and implement retention strategies to reduce churn and improve customer outcomes.
• Partner with clients to resolve technical, billing, service, and product-related concerns.
• Deliver tailored solutions and product education that maximize customer value and engagement.
• Identify opportunities for upselling and cross-selling additional products and services where appropriate.

Qualifications

• Previous leadership, supervisory, or team mentoring experience in customer service, retention, account management, contact center, or client support environments.
• Strong understanding of customer retention strategies, relationship management, and customer success principles.
• Experience managing KPIs, SLAs, retention metrics, and performance goals.
• Proven ability to coach employees, manage performance, and handle escalated customer situations.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms, customer support tools, and Microsoft Office applications.
• Ability to multitask, prioritize effectively, and thrive in a fast-paced environment.
• Experience supporting merchants, payment processing, POS systems, or related technology solutions preferred.