Supervisor – Customer Retention, Collections

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Prime System Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

B2B • SaaS • Artificial Intelligence

Prime System Solutions is a prominent IT service provider specializing in talent sourcing solutions, software development, and data analytics using Power BI. With over 15 years of experience in managing complex IT infrastructures, the company emphasizes customized solutions that enhance business capabilities and operational efficiency. By leveraging a global talent pool and advanced technology, Prime System Solutions is dedicated to driving innovation and helping clients achieve long-term success.

📋 Description

• Lead & Develop Teams: Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support. • Drive Operational Excellence: Identify trends, roadblocks, and process gaps. Partner cross-functionally to advocate for solutions that improve customer outcomes and internal efficiency. • Support Escalations: Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues, including complaints submitted to all channels. • Ensure High-Quality Interactions: Set the standard for empathetic, solution-driven customer service. Ensure teams are resolving full customer concerns, not just closing cases. • Collaborate Cross-Functionally: Work closely with Billing Operations, Legal, Product, and Customer Experience (including Vendor Manager) teams to align priorities, share customer insights, and resolve complex issues. • Analyze & Report Performance: Monitor key KPIs and QA scores across all three functions. Use data to drive accountability, report on progress, and propose improvements. • Contribute to Strategy: Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

🎯 Requirements

• 5+ years in customer support, retention, or collections roles, with 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. • Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad). • Comfortable managing team performance metrics, QA frameworks, and reporting tools. • Understanding of KPIs and comfort with the data necessary to achieving them.