Customer Retention Team Lead: Coach & Retain

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

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.