# Customer Retention & Collections Supervisor (Remote) > Prime System Solutions · Philippines (Remote) · Full-time · Posted 2026-06-23 **Workplace:** remote **Department:** Nexamp ## Description **⏰ Shift Schedule & Work Setup:** - US Eastern/Central Timezone (Night Shift in PH) - **100% Remote** – work from the comfort of your home - Applicants should be **equipment ready** (laptop, headset, etc.) to ensure a smooth start and seamless workflow **🏢 Job Summary:** 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. **🔑 Key Responsibilities:** - **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. ## Requirements **💡 Skills, Knowledge, and Expertise** _(Minimum required for this role)_ - 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. **🌟 What Sets You Apart** - **Customer Engagement & Retention:** Skilled in designing strategies that reduce churn, drive satisfaction, and support long-term loyalty. - **Collections Expertise:** Understanding of collections workflows, regulatory considerations, and how to balance customer empathy with business needs. - **Escalation Management:** Calm, professional, and tactful in handling high-pressure or public-facing issues.  - **Communication & Influence:** Clear, persuasive communicator who inspires their team and aligns stakeholders around shared goals. - **People Leadership:** Fosters an inclusive, high-trust environment. Delivers timely feedback, supports career growth, and holds team members accountable. - **Problem Solving & Initiative:** Uses data, insight, and creativity to remove blockers and propose scalable solutions. - **Negotiation & Objection Handling:** Guides team members on how to overcome objections and find win-win solutions. - **Systems & Documentation:** Ensures accurate and thorough use of internal systems for tracking, reporting, and process adherence. - **Resilience & Adaptability:** Remains steady and proactive during change and helps the team navigate uncertainty with confidence. - **Innovation:** Encourages new ideas and helps bring them to life to improve customer and team outcomes. ## Benefits **💻 Why You'll Love Working with Us:** - **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. **🚨 NOTE:** 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.** ## Apply [Apply at Prime System Solutions](https://apply.workable.com/prime-system/j/615E7E33D8/apply) --- Powered by [Workable](https://www.workable.com)