Customer Advocate - Retention Team Lead

Fetch Pet Insurance; New York (NY); On-site; Full time

Job summary

A leading company in the insurance industry seeks a Retention Team Lead to manage a Customer Advocate team focused on preventing cancellations. The ideal candidate will excel in conflict resolution and possess strong emotional intelligence, guiding the team through high-pressure situations while ensuring customer satisfaction.

Qualifications

• 3-5 years experience in customer service or retention leadership.
• Active Property and Casualty license required.

Responsibilities

• Mentor a team of 10-20 Customer Advocates.
• Handle escalated customer issues and resolve complaints.
• Generate reports on team performance and retention rates.

Skills

Conflict Resolution

Negotiation

Emotional Intelligence

Communication

Problem Solving

Education

Bachelor’s Degree

Tools

Google Suite

Job description

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Job Description

We are seeking a highly motivated and results-driven success-focused Retention Team Lead to oversee one of our Customer Advocate teams. This critical role focuses on retaining customers who are actively seeking to cancel their policies, often in highly emotional or escalated situations. The ideal candidate will possess exceptional conflict resolution skills, a proven track record in high-pressure retention environments, and a genuine passion for the customer experience and a relentless drive to reduce churn and achieve company goals.

Responsibilities

High-Pressure Retention and Escalation Management:

• Mentor a team of 10-20 Customer Advocates specializing in immediate cancellation prevention and escalated customer resolution.
• Provide real-time support and guidance to agents handling difficult calls, ensuring de-escalation and positive outcomes.
• Personally handle high-level escalations, demonstrating expert negotiation and problem-solving skills.
  
  

Team Leadership And Emotional Intelligence

• Foster a supportive and resilient team environment, recognizing the emotional toll of the role.
• Provide ongoing coaching and training focused on de-escalation techniques, empathy, and emotional intelligence.
  
  

Operational Excellence

• Monitor call volume, ensuring agency efficiency and productivity.
• Manage escalations effectively, resolving complex customer issues with professionalism and empathy.
  
  

Customer Interaction

• Jump in and take customer calls as needed to support the team and handle peak call volumes, especially during high escalation periods.
• Handle escalated customer issues and resolve complex complaints with a focus on customer satisfaction and retention.
• Maintain a deep understanding of our pet insurance products and services to effectively address customer inquiries.
  
  

Reporting And Analysis

• Generate detailed reports on team performance, retention rates, CSAT scores, and escalation resolution.
• Analyze and report on team performance metrics, identifying trends and areas for improvement.
• Present findings and recommendations to the Retention Manager.
  
  

Qualifications

• Must have an active Property and Casualty license.
• Minimum of 3-5 years of experience in a high-pressure customer service or retention leadership role, ideally in the insurance or similar industry.
• Proven track record of successfully mentoring a team in a high-escalation environment.
• Exceptional conflict resolution, negotiation, and de-escalation skills.
• Strong emotional intelligence and empathy.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and generate meaningful reports.
• Proficiency in Fetch systems and Google Suite.
• Ability to remain calm and composed under extreme pressure.
• Experience handling customer threats and escalations.
• Bachelor’s degree preferred
• Must be willing to work an assigned 8-hour shift between 8:30 AM - 6:30 PM EST
• Must be willing to work overtime as needed
  
  

Requirements For Internal Candidates

• Must have been employed with Fetch and in role for 6 months.
• Cannot be on Corrective Action.
• Cannot have called out more than 3 times in the previous 90 days. (A call out is defined as taking time off without prior approval).
• Must have met performance goals for the last 60 days.
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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