Retention Supervisor

Our Mission:

To actively connect people to their next great opportunity. At ZipRecruiter, we foster a culture where our employees feel accepted, supported, and celebrated. Our employees find ethical solutions to empower the community and workforce. Differences make us stronger, and we embrace them.

Who We Are:

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of businesses of all sizes and job seekers through innovative mobile, web, and email services, as well as partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary of Job

At ZipRecruiter, we’re committed to helping our customers achieve success in their recruitment efforts! The Retention Supervisor is responsible for managing retention specialists, ensuring each assigned rep meets their performance goals, and providing weekly one-on-one coaching sessions to elicit top performance and support individual rep career growth opportunities.

Key focuses:

• Develop strategies to resolve issues and retain customers
• Conduct regular coaching and training on a 1:1 as well as a team basis to assist employees in achieving goals
• Review daily and long-term performance metrics for coaching opportunities
• Manage team performance to ideal productivity,  achieve team goals, and deliver a great customer experience 
• Knowledgeable of all processes, practices, and concepts related to other internal departments
• Identify areas of opportunity for optimizing results and improving customer satisfaction
• Work with upper management to identify, organize, and execute training regimens for new hires and ongoing training for all retention staff
• Handle and process customer escalation calls
• Ensure proper coverage for phone and chat queues
• Manage, organize, and report team attendance, vacation, and department coverage
• Setting clear expectations, reviewing progress, providing feedback and guidance, and holding people accountable.
• Maintain high team morale and camaraderie

Minimum Requirements:

• 3-5 years of experience in Customer Service, Client Support, Customer Retention, Account Management or Sales
• Excellent communication - written and verbal
• Prior B2B experience a plus
• Working Knowledge of G-Suite and Salesforce
• Flexible work schedule required

Minimum Requirements:

• Natural ability to build rapport and establish long-term, trust-based relationships with both customers and internal colleague
• Patient and attentive listener with the ability to probe and clarify complex needs to gather essential details
• Resourceful. Goes over, under, around, and through obstacles to achieve success
• Ability to turn an upset customer into a loyal, satisfied customer
• Enthusiastic, optimistic & a team player
• Coachable. Listens to and implements advice from the manager
• Experience working with driven, urgent customers
• Detail-oriented, organized, and a master of time management

As part of our team, you’ll enjoy:

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan
• A fun environment where work-life balance is valued

#LI-Remote

The US base salary range for this full-time position is $65,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.