Canada onlyThe Team Lead, Retention is responsible for the day-to-day leadership of our Retention Team.
This role focuses on people leadership, service quality, retention outcomes, and operational execution, while ensuring a consistent, accurate, and compliant customer experience.
This role focuses on people leadership, service quality, retention outcomes, and operational execution, while ensuring a consistent, accurate, and compliant customer experience.
What that means day-to-day:
People Leadership & Coaching
•Lead, coach, and support a team of retention agents
•Conduct regular coaching sessions, performance feedback, and one-on-ones
•Support onboarding and ongoing training of new and existing team members
•Foster a positive, accountable, and performance-driven team culture
Retention & Operational Performance
•Ensure coverage and schedule adherence during the 9:00 AM – 5:00 PM EST OR 11:00AM - 7:00PM shift
•Monitor daily KPIs including retention activity, productivity, quality, and attendance
•Support queue management and real-time issue resolution
•Identify and escalate retention risks or recurring customer issues
Customer Experience & Escalations
•Handle escalated customer interactions professionally and efficiently
•Ensure accurate, compliant, and empathetic customer communication
•Reinforce service standards and retention best practices
Collaboration & Reporting
•Partner closely with the Director, Retention on team performance, risks, and priorities
•Share insights, trends, and improvement opportunities
•Support process improvements and operational changes
•Lead, coach, and support a team of retention agents
•Conduct regular coaching sessions, performance feedback, and one-on-ones
•Support onboarding and ongoing training of new and existing team members
•Foster a positive, accountable, and performance-driven team culture
Retention & Operational Performance
•Ensure coverage and schedule adherence during the 9:00 AM – 5:00 PM EST OR 11:00AM - 7:00PM shift
•Monitor daily KPIs including retention activity, productivity, quality, and attendance
•Support queue management and real-time issue resolution
•Identify and escalate retention risks or recurring customer issues
Customer Experience & Escalations
•Handle escalated customer interactions professionally and efficiently
•Ensure accurate, compliant, and empathetic customer communication
•Reinforce service standards and retention best practices
Collaboration & Reporting
•Partner closely with the Director, Retention on team performance, risks, and priorities
•Share insights, trends, and improvement opportunities
•Support process improvements and operational changes
What you’ll need to be successful:
•2–4 years of experience in customer service, retention, or contact center environments
•Previous experience as a Team Lead, Supervisor, or Senior Agent
•Strong coaching, communication, and organizational skills
Required Skills & Qualifications
•Fluent bilingualism in French and English (written and spoken) – REQUIRED
•Familiarity with CRM or ticketing systems
•Experience in regulated or compliance-focused environments
•Previous experience as a Team Lead, Supervisor, or Senior Agent
•Strong coaching, communication, and organizational skills
Required Skills & Qualifications
•Fluent bilingualism in French and English (written and spoken) – REQUIRED
•Familiarity with CRM or ticketing systems
•Experience in regulated or compliance-focused environments
What you’ll get in return:
We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!
Personal Health & Wellbeing
>🧠 Integrated mental health & wellbeing support
>🌴 Vacation – starting at 3 weeks
>💟 Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
>🩺 Comprehensive medical and dental coverage
>🩺 Comprehensive medical and dental coverage
> 😴 End of the year, company-wide shut down for you to relax and recharge
Future Planning
>🏫 LinkedIn Learning License for upskilling & development
Interested but don’t feel you meet all the requirements?
Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!
Bring Your Whole Self to Work.
We are proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.
What you can expect if you apply:
- A response to your application within 15 working days
- An interview process consisting of:
- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
United Kingdom
United States only
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AU, CA + 3 more