Customer Service Retention Team Lead
🐕 Calling All Pet Lovers!
Do you have a passion for pups and a knack for turning cancellations into long-term connections? If so, you might be the perfect fit for Wuffes!
👋 Who We Are:
At Wuffes, we're a pack of pet enthusiasts on a mission to enhance the well-being of our beloved canine companions and contribute to a happier, healthier world for them. Our commitment is to offer top-quality products and an abundance of affection to our furry friends. We are the world's fastest-growing, bootstrapped pet company, and it's exciting to be on a rocket ship into the future. If you're ready to join a team that's all about pet-fection, keep reading!
🚀 Your Role in the Pack:
As the Customer Service Retentions Team Lead, you will be the driving force behind our day-to-day retention operations. You’ll guide and support your team to turn at-risk customers into loyal advocates, ensuring every interaction reinforces the value of Wuffes.
📒 The Scoop:
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Lead the Retention Squad: Coach, mentor, and inspire team members to hit and exceed save and retention goals.
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Customer Save Tactics: Handle escalations, provide expert-level save tactics, and model best-in-class customer interactions.
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Training & Skill Building: Continuously train team members on objection handling, value articulation, and empathy-driven customer care.
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Performance Monitoring: Track team metrics, provide constructive feedback, and celebrate wins.
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Process Optimization: Collaborate with the Retention Manager to refine processes and enhance the customer journey.
- Proactive Customer Engagement: Identify and implement opportunities to proactively engage customers before they consider canceling.
⚡What We Are Looking For:
- Experience: 2+ years in customer service, retention, or sales, with some leadership or mentorship experience.
- Retention Expertise: A strong grasp of customer save strategies and a proven track record of preventing churn.
- Communication Superpowers: Clear, empathetic, and persuasive communicator with sharp listening skills.
- Results-Driven: Motivated by goals and KPIs, with a passion for helping customers.
- Team Spirit: A supportive leader who elevates those around them and thrives in a collaborative environment.
🙌 Perks of the Pack:
- A multicultural environment in line with our core values: Kaizen, Grit, Kindness, Integrity, and Accountability.
- Diverse and Inclusive: We celebrate different perspectives like they're treats at a doggy party.
- The flexibility to work remotely
- A supportive and collaborative pack, we have each other's backs, and high-five success.
- Innovation: We're all ears for new ideas – we encourage trying new tricks!
- Trust and accountability – we believe in you and your abilities.
Join Us in Making Tails Wag!
If you’re ready to lead a team, inspire customer loyalty, and be part of something amazing, we can’t wait to meet you! 🐾