Job Overview Bigly is seeking an experienced Customer Service & Retention Manager to lead our customer service and retention teams. This role is responsible for improving the customer experience, reducing cancellations, managing disputes and chargebacks, and ensuring the team meets clear performance expectations. The ideal candidate is a hands-on leader who can coach employees, review calls and tickets, resolve escalated concerns, and identify opportunities to retain customers. This person must be comfortable working in a fast-paced environment where offers, products, and customer needs can change quickly. Responsibilities Lead, coach, and manage the customer service and retention teams Oversee customer communication across phone, email, and chat Develop retention strategies to reduce cancellations and customer churn Train the team on save offers, objection handling, and customer de-escalation Monitor retention rates, cancellation reasons, refunds, and customer feedback Manage customer disputes and chargebacks from initial notification through resolution Gather and submit supporting documentation and evidence for chargeback responses Track chargeback rates, dispute outcomes, deadlines, and recurring dispute reasons Work with payment processors and internal teams to improve chargeback win rates Identify potential fraud, friendly fraud, billing issues, and subscription-related concerns Improve billing descriptions, policies, customer communication, and documentation to prevent future disputes Monitor call volume, missed calls, response times, ticket backlog, and resolution times Review calls and customer interactions for quality, accuracy, and professionalism Establish clear KPIs and hold team members accountable for performance Conduct one-on-one meetings, coaching sessions, and performance reviews Handle escalated customer complaints and find practical resolutions Create schedules and ensure proper coverage during high-volume periods Develop customer service and retention procedures, scripts, and training materials Train and onboard new employees Work closely with operations, fulfillment, marketing, and leadership to resolve recurring customer issues Provide leadership with regular reporting on customer service, retention, refunds, disputes, and chargebacks Key Performance Indicators Customer retention and cancellation-save rate Chargeback rate and chargeback win rate Refund and cancellation rates Customer response and resolution times Missed-call and ticket-backlog reduction Call quality and customer satisfaction Individual and team productivity Recurring billing and customer complaint trends Qualifications Previous customer service, retention, or call-center management experience Experience leading and holding a team accountable Direct experience handling disputes and chargebacks Understanding of retention strategies, subscription billing, and cancellation prevention Strong coaching, objection-handling, and conflict-resolution skills Excellent written and verbal communication Ability to manage a team in a fast-paced, high-volume environment Strong organizational and time-management skills Comfortable working with customer service platforms, phone systems, payment processors, and reporting tools Ability to analyze performance data and create clear improvement plans E-commerce or subscription-business experience is strongly preferred Experience with Freshdesk and RingCentral is a plus What Success Looks Like Customer issues are resolved quickly and professionally Cancellation and refund rates decrease Retention and save rates improve Chargebacks are answered accurately and before all deadlines Chargeback rates decrease and win rates improve The team consistently meets performance expectations Recurring customer complaints are identified and addressed Leadership receives clear reporting and actionable recommendations The department remains organized and effective during periods of rapid growth What We're Looking For We are looking for someone who takes ownership, communicates clearly, and understands how to balance excellent customer care with business performance. The right person will know when to retain a customer, when to resolve an issue, and how to protect the company from preventable disputes and chargebacks. If you are an experienced leader who enjoys developing teams, improving retention, and solving customer problems, we would like to hear from you.

Pay:

$50,000.00 - $70,000.00 per year

Benefits:

401(k) Dental insurance Retirement plan Application Question(s): How many employees have you directly managed? Do you have direct experience managing payment disputes and chargebacks? Do you have experience managing a customer retention team responsible for preventing cancellations? Which performance metrics have you been directly responsible for? Are you comfortable working in a fast-paced environment and personally handling escalated customer calls when necessary? Give an example of a change you made that improved customer retention or reduced cancellations.

Work Location:

In person