Role Description We are seeking a proactive, experienced, and customer-focused Customer, Retention & Collections Supervisor to lead and support our Retention, Collections, and Escalations teams. This role is critical to delivering a world-class customer experience while meeting business goals related to churn reduction, cash collection, and resolution of high-level concerns. The ideal candidate will bring a passion for coaching and development, a track record of operational improvement, and a strong understanding of customer experience best practices. This role requires a balance of people leadership, process optimization, and hands-on support — ensuring that our agents are empowered to deliver empathetic, effective, and efficient service. Qualifications - Bachelor’s degree in Business, Communications, Hospitality, or related field—or equivalent professional experience - 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 Requirements - 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 the BBB, AG, TrustPilot, and similar 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 Benefits - 100% Remote Work: Enjoy the flexibility of working from anywhere! - Paid Leave: Take time off to recharge, starting upon regularization - HMO Benefits: Comprehensive healthcare coverage as soon as you're regularized - Government-Mandated Benefits: All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are fully provided - Fun & Collaborative Culture: Be part of a dynamic team that values creativity, innovation, and teamwork Company Description This is a full-time employment position and NOT an Independent Contractor arrangement. It comes with government-mandated contributions and benefits. A background check is part of our hiring process and will be completed before moving to the job offer stage. We kindly ask applicants to have the necessary details ready in advance to keep things smooth and hassle-free.

• Assist in planning and executing retention campaigns and promotional activities for existing & new users across the AF markets • Monitor key metrics (Retention, Reactivation, ROI) and prepare reports to track user engagement and optimisation • Collaborate with internal product and analytics teams to maintain and improve retention tools and reporting accuracy • Help ensure regional offers and promotions are delivered on time and remain competitive • Coordinate with external partners on campaign execution and follow-up tasks • Support personalisation and automation initiatives by providing regional operational input

Role Description We’re looking for a Supervisor - Customer Retention & Collections to lead and support our Retention, Collections, and Escalations teams. This role is critical to delivering a world-class customer experience while meeting business goals related to churn reduction, cash collection and resolution of high-level concerns. - 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. Qualifications - 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.

• Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support. • Identify trends, roadblocks, and process gaps. Advocate for solutions that improve customer outcomes and internal efficiency. • Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues. • Set the standard for empathetic, solution-driven customer service. Ensure teams fully resolve customer concerns. • Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align priorities and resolve complex issues. • Monitor key KPIs and QA scores. Use data to drive accountability and propose improvements. • Work with department leadership to shape long-term strategy for retention, collections, and escalation management.