ThreadBeast · 2 days ago
Customer Success: Retention Lead
LA Metro Area
Full-time
Onsite
Mid, Senior Level
$26/hr - $32/hr
2+ years expThreadBeast is seeking a Retention Team Lead to oversee the Retention Team, drive performance, and enhance customer satisfaction. This role focuses on leadership, coaching, and operational management to optimize retention strategies in a high-volume call environment.
ApparelDeliveryE-CommerceFashionRetailShopping
Responsibilities
Lead, develop, and regularly coach a team of Retention Specialists (I-III) to meet performance goals
Conduct 1:1 coaching sessions, audits and monthly performance reviews to support individual growth
Lead weekly team meetings, covering company updates, retention trends, challenges, and wins
Optimize scripts, rebuttals, and persuasive techniques to improve customer retention
Step in to handle escalations, inbound/outbound calls, and support coverage during peak periods (~50 daily calls)
Manage daily retention campaigns, ensuring agents are aligned with assignments
Manage data tracking in Google Sheets, including setting up, maintaining, and following multi-step processes
Oversee processes such as chargeback management, BBB reviews, UPS claims, and logistics-related retention concerns
Monitor, analyze, and report on key retention metrics (completion rate, connection rate, save rate)
Ensure the team consistently meets performance targets and identifies trends impacting retention
Adjust team strategies based on data-driven findings to improve retention effectiveness
Support new hire onboarding, ensuring a structured 3-week live training program
Assist in developing and updating training materials, scripts, and process documentation
Foster a team culture focused on continuous learning, skill-building, and performance improvement
Qualification
Required
Minimum 2-3 years of experience in customer retention, sales, or leadership
Exceptional attention to detail, with the ability to maintain accurate data and follow multi-step processes
Strong coaching, training, and problem-solving skills, with a focus on team development
Experience handling escalated customer cases and retention challenges
Ability to analyze performance data and adjust strategies to drive team success
Proficiency in Google Sheets, CRM systems, and call center tools (JustCall preferred)
Excellent communication, conflict resolution, and motivational skills
Ability to thrive in a fast-paced, high-pressure environment while leading by example
Preferred
Proven experience coaching team members to grow, strengthen decision-making skills, and meet performance expectations
Bilingual (Spanish/English) is a plus
Startup experience or familiarity with process optimization and workflow management
Company
ThreadBeast
Threadbeast is an e-commerce platform for buying multibrand fashion apparel for men and women.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Uday Singh
Co-Founder
Recent News
Company data provided by crunchbase