Team Lead, Retention Department: Sales Employment Type: Permanent Location: Greater Montreal Metropolitan Area, Canada Reporting To: Director, Retention Description The Team Lead, Retention is responsible for the day‑to‑day leadership of our Retention Team. This role focuses on people leadership, service quality, retention outcomes, and operational execution, while ensuring a consistent, accurate, and compliant customer experience. What that means day‑to‑day: People Leadership & Coaching Lead, coach, and support a team of retention agents Conduct regular coaching sessions, performance feedback, and one‑on‑ones Support onboarding and ongoing training of new and existing team members Foster a positive, accountable, and performance‑driven team culture Retention & Operational Performance Ensure coverage and schedule adherence during the 9:00 AM – 5:00 PM EST OR 11:00 AM - 7:00 PM shift Monitor daily KPIs including retention activity, productivity, quality, and attendance Support queue management and real‑time issue resolution Identify and elevate retention risks or recurring customer issues Customer Experience & Escalations Handle escalated customer interactions professionally and efficiently Ensure accurate, compliant, and empathetic customer communication Reinforce service standards and retention best practices Collaboration & Reporting Partner closely with the Director, Retention on team performance, risks, and priorities Share insights, trends, and improvement opportunities Support process improvements and operational changes What you’ll need to be successful: 2–4 years of experience in customer service, retention, or contact center environments Previous experience as a Team Lead, Supervisor, or Senior Agent Strong coaching, communication, and organizational skills Fluent bilingualism in French and English (written and spoken) – REQUIRED Familiarity with CRM or ticketing systems Experience in regulated or compliance‑focused environments What you’ll get in return: We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else! Personal Health & Wellbeing