RemoteLeaf Logo
Log in Sign up

Supervisor - Customer Retention & Collections

23 hours, 12 minutes ago
South Africa
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Prime System Solutions

Prime System Solutions

Prime System Solutions delivers tailored IT Solutions and Support to help businesses grow, streamline operations, and scale with confidence across industries.

Internet Software & Services
View All Jobs 36

Description

  • Supervise team leads and representatives across retention, collections, and escalations.
  • Provide regular coaching, performance feedback, and development support to team members.
  • Identify trends, roadblocks, and process gaps to drive operational improvement.
  • Partner cross-functionally to improve customer outcomes and internal efficiency.
  • Oversee the escalations queue and ensure prompt, professional responses to high-priority issues and complaints.
  • Set the standard for empathetic, solution-driven customer service and ensure full issue resolution.
  • Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align priorities and resolve complex issues.
  • Monitor KPIs and QA scores across all three functions and use data to drive accountability and improvements.
  • Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

Requirements

  • 5+ years of experience in customer support, retention, or collections roles.
  • At least 2+ years of leadership experience.
  • Proven ability to coach and lead high-performing teams in fast-paced, dynamic environments.
  • Strong background in handling escalated or sensitive customer issues with discretion and empathy.
  • Experience collaborating with cross-functional teams to drive process or policy changes.
  • Proficiency with CRM/ticketing systems such as Salesforce or Zendesk.
  • Experience with phone systems such as Dialpad.
  • Comfort managing team performance metrics, QA frameworks, and reporting tools.
  • Understanding of KPIs and the data required to achieve them.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

BME Strategies

Director, Public Health

BME Strategies 1-10 Professional Services

BME Strategies is hiring a Director, Public Health to lead U.S. public health initiatives, manage client engagements and consulting teams, and help shape strategy for programs that advance health equity.

United States Full-time Lead Operations Manager Program Manager
$160k-$200k
22 hours, 42 minutes ago
Anduril Industries

Configuration Manager

Anduril Industries 1K-5K Aerospace & Defense

Anduril Industries is hiring a Product Configuration Management professional to support defense technology programs by managing engineering changes, product baselines, and configuration control across the product lifecycle.

United States Full-time Mid Level Operations Manager
$126k-$167k
Confluence JIRA SQL
22 hours, 57 minutes ago
Dodge Construction Network

Manager, Construction Information

Dodge Construction Network 251-1K Construction & Engineering

Dodge Construction Network is hiring a Manager, Construction Information to lead a team that expands commercial construction project coverage and market intelligence through data acquisition, industry relationships, and regional strategy.

United States Full-time Senior Operations Manager
CRM Salesforce
22 hours, 57 minutes ago
Compass Pathways

Regional Director, Field Patient Access (East)

Compass Pathways 51-250 Pharmaceuticals

Compass Pathways is hiring a field-based Regional Director, Field Patient Access to lead regional access support for COMP360 therapy and help patients, sites, and caregivers navigate reimbursement and operational pathways.

United States Full-time Lead Operations Manager
$200k-$250k
23 hours, 12 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers