Retention Supervisor

achievetestprep; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive commissions

Remote work (100% online)

Job summary

Achieve Test Prep is seeking a Retention Supervisor to lead the Retention team, drive customer engagement, reduce churn, and sustain long-term revenue. You will coach advisors on objection handling and manage performance standards tied to customer count and case cycle time.

The role offers clear opportunities for leadership growth, visibility across departments, and a chance to influence strategic retention initiatives while maintaining a high standard of service in a remote-first environment.

Qualifications

• Bachelor's degree in Business/Accounting or equivalent experience.
• 2–5 years of customer service, retention or account management experience.
• Familiarity with KPI-driven performance management.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Proactive mindset with a problem-solving approach.
• Ability to analyze data and problem solve.

Responsibilities

• Lead and coach the Retention team to achieve weekly and monthly save goals.
• Manage escalated or complex customer cases with a policy-aligned approach.
• Monitor retention KPIs and performance indicators, including churn prevention and save ratios.
• Partner with Enrollment, Workforce, QC, BE, and AS to ensure smooth handoffs and a consistent customer experience.
• Identify opportunities to improve processes and influence broader company retention strategy.
• Uphold high standards of communication, accountability, and problem solving across the team.

Skills

Customer service

Retention

Account management

Data analysis

Communication

Education

Bachelor's degree in Business/Accounting

Job description

About the Company

We believe our employees empower our company and are the reason behind our success. We are the nation's largest educational consultant and test prep center specializing in credit-by-examination degree paths, headquartered in Wayne, New Jersey. Most working adults struggle to overcome the many obstacles associated with obtaining their college degree. Achieve acts as a counselor, advocate, and partner, helping students achieve their degree in less time, with less effort, and for less money by utilizing an alternative path to earning college credit known as the credit-by-examination process. Achieve helps students bypass all of the busywork associated with taking certain college courses the traditional way by instead passing just one test-out exam. While our credit-by-examination programs can shorten the path to any degree at virtually any college, the field where we have the most significant impact is the nursing profession. Employee engagement and development is one of the keys to our success at Achieve! Embracing a work-from-home model for the entire company, all employees enjoy a better work-life balance through flexible work schedules. We are dedicated to fostering an inclusive workplace, where diversity is celebrated and equal opportunity is the cornerstone of our culture.

Role Overview

The Retention Supervisor will lead Achieve Test Prep’s Retention team, responsible for maintaining customer engagement, reducing churn, and driving long-term revenue stability. This role requires a strong leader who can handle escalated cases, coach advisors on objection management, and manage performance standards tied to customer count and case cycle time.

Why This Role Is Highly Appealing

• Competitive commissions and performance bonuses: Retention leadership directly influences monthly revenue and customer count, and compensation reflects that impact.
• High visibility and cross-department collaboration within high level operations.
• Opportunities for advancement through Achieve’s leadership pipeline.
• Influence on strategic retention initiatives, revive efforts, and operational improvements.

Roles & Responsibilities

• Lead and coach the Retention team to achieve weekly and monthly save goals.
• Manage escalated or complex customer cases with a balanced, policy-aligned approach.
• Monitor retention KPIs and performance indicators, including churn prevention, save ratios, and case timeliness.
• Partner with Enrollment, Workforce, QC, BE, and AS to ensure smooth handoffs and a consistent customer experience.
• Identify opportunities to improve processes, strengthen customer commitments, and influence broader company retention strategy.
• Uphold high standards of communication, accountability, and problem-solving across the team.

Desired Skills & Experience

• Bachelors Degree In Business/Accounting, or certification and equivalent experiences 2-5 years of customer service, retention or account management.
• Familiarity with KPI driven performance management.
• Ability to manage multiple priorities in a fast paced environment.
• Strong communication, organization, and interpersonal skills.
• Proactive mindset and creative thinker with a "figure-it-out" approach.
• Strong verbal and written communication skills.
• Ability to analyze data and problem solve.

Job Details

Type: Full-Time Schedule: Monday - Friday 9:00 AM - 5:00 PM EST business day. Remote: 100% Online