Retention Supervisor

Our Mission:

To actively connect people to their next great opportunity. At ZipRecruiter, we foster a culture where our employees feel accepted, supported and celebrated. Our employees find ethical solutions to empower the community and workforce. Differences make us stronger, and we embrace them. 

Who We Are: 

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all-sized businesses and job seekers through innovative mobile, web, and email services, as well as partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android. 

Summary of Job

At ZipRecruiter, we’re committed to helping our customers achieve success in their recruitment efforts! The Retention Supervisor is responsible for managing retention specialists, ensuring each assigned rep is meeting their performance goals and provides weekly one-on-one coaching sessions to elicit top performance and assist with individual rep career growth opportunities.

Key focuses:

• Lead training and development for all Retention Specialists
• Knowledgeable of all processes, practices, and concepts related to other internal departments
• Work with upper management to identify, organize, and execute training regimens for new hires and ongoing training for all reactive staff
• Conduct live call monitoring to seek possible training and coaching opportunities
• Work alongside management to establish ways to improve customer satisfaction
• Assist with creating internal modules to aide in our training efforts
• Coordinate with multiple internal teams for implementation of new policies and procedures
• Be a daily key contributor to team Retention Goal
• Identify areas of opportunity for optimizing results and improving customer satisfaction
• Develop strategies to resolve issues and retain customers

Minimum Requirements:

• 3-5 years of experience in Customer Service, Client Support, Customer Success, Account Management or Sales
• Excellent communication - written and verbal
• Prior B2B experience preferred
• Working Knowledge of G-Suite and Salesforce
• Flexible work schedule required

Minimum Requirements:

• Easily builds rapport and establishes relationships with customers and colleagues
• Listens patiently. Will probe and clarify to get necessary details from customers
• Resourceful. Goes over, under, around and through obstacles to achieve success
• Ability to turn an upset customer into a loyal, satisfied customer
• Enthusiastic, optimistic & a team player
• Coachable. Listens to and implements advice from manager
• Experience working with driven, urgent customers
• Detail-oriented, organized and a master of time management

As part of our team you’ll enjoy:

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan 
• A fun environment where work-life balance is valued

The US base salary for this full-time position is $65,000.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.