Customer Account Retention Team Lead

Moxie Pest Control; Phoenix (AZ); On-site; USD 49,000 - 56,000; Full time

Benefits offered by this job

Paid training

Full benefits

Performance bonuses

Job summary

Moxie Pest Control is seeking a Customer Account Retention Team Lead in Phoenix. This hands-on leadership role guides 6–8 Retention Specialists, coaching them to improve customer retention and enhance problem-solving and communication during challenging conversations.

You will help develop skills, monitor performance, and partner with the Retention Manager to refine processes, scripts, and save strategies, while exemplifying a customer-first culture and delivering measurable results.

Qualifications

• This is a hands-on leadership role coaching a team of Retention Specialists.
• Strong communication and relationship-building skills are essential.
• Ability to listen, provide feedback, and drive improvement in retention results.

Responsibilities

• Lead, coach, and develop a team of 6–8 Customer Retention Specialists.
• Coach on communication, relationship-building, objection handling, and retention strategies.
• Listen to calls, provide feedback, and help team members improve.
• Monitor team retention performance and identify opportunities for improvement.
• Help create solutions that provide value for customers and Moxie.
• Step in for escalated conversations and challenging situations.
• Lead daily motivation, goals, incentives, and performance conversations.
• Train and onboard new team members.
• Collaborate with Retention Manager to improve processes, scripts, and save strategies.
• Model energy, professionalism, and a customer-first mindset.

Skills

Leadership

Coaching

Team management

Customer retention

Communication

Problem solving

Job description

Description

Customer Account Retention Team Lead

$24–$26/hour base + Monthly Performance Bonuses | Full Benefits | Paid Training

Lead People. Solve Problems. Retain Customers.

Moxie Pest Control is hiring a Customer Account Retention Team Lead to help lead a team of Retention Specialists who work with customers considering canceling their service.

This is a hands‑on leadership role. You’ll coach, develop, and motivate a team of 6–8 Retention Specialists while helping them build the communication and problem‑solving skills they need to create great customer experiences and retain accounts.

When a customer is thinking about canceling, your team gets the opportunity to understand what’s driving their decision, find solutions that create value, and give them a reason to continue with Moxie.

Your goal is simple: develop your people, improve performance, and help your team retain more customers.

This role is a great fit for someone who enjoys coaching, building relationships, solving problems, and creating a team culture where people want to perform and improve.

What You’ll Do

• Lead, coach, and develop a team of 6–8 Customer Retention Specialists
• Coach your team on communication, relationship‑building, objection handling, and retention strategies
• Listen to calls, provide feedback, and help team members continuously improve
• Monitor team retention performance and identify opportunities for improvement
• Help your team create solutions that provide value for both the customer and Moxie
• Step in to support escalated customer conversations and challenging situations
• Lead daily motivation, team goals, incentives, and performance conversations
• Help train and onboard new team members
• Work closely with the Retention Manager to improve processes, scripts, training, and save strategies
• Set the example by bringing energy, professionalism, and a customer‑first mindset to every interaction

What You’ll Earn

$24–$26/hour base pay, depending on experience, plus monthly performance bonuses tied to team and department results.

This is a full‑time leadership opportunity with the chance to grow your leadership skills and take on additional responsibility as the department grows.

Why People Choose Moxie

You’ll have the opportunity to make a direct impact on both customers and the people you lead while working alongside a team that values reliability, effort, communication, and a positive attitude.

• Paid training from day one
• Stable, full‑time daytime schedule
• Full benefits
• Performance‑based monthly bonuses
• Opportunities for career growth and advancement
• Team celebrations, incentives, and a fun office culture
• Leadership that recognizes effort, development, and results

You’ll Thrive as a Retention Lead If You...

• Enjoy helping people grow and become more confident
• Know how to give feedback that motivates rather than discourages