Team Lead – Retention

About the role

Salonkee is looking for a hands‑on Team Lead – Retention to join its Customer Success Department. You will work closely with the Head of Customer Success, supporting a growing team of retention agents while directly handling complex, high‑risk client cases across multiple international markets.

Key responsibilities

• Act as the operational right‑hand to the Head of Customer Success.
• Personally manage high‑risk accounts and complex client interactions via calls, emails, and SMS.
• Lead, train, and support a retention team of up to ten agents, scaling operations across seven markets.
• Structure and distribute workload by country and language.
• Monitor daily retention metrics such as churn, reactivation, and satisfaction, adjusting actions as needed.
• Ensure quality assurance, consistent tone of voice, and offer uniformity across all countries.
• Identify recurring customer pain points (product, pricing) and escalate feedback.
• Serve as the daily go‑to person for team questions and escalations.

Required profile

• Significant experience in customer retention, B2B customer success, or customer care, preferably in a high‑volume call or ticketing environment.
• Fluent in French, German, and English (written and spoken).
• Comfortable tracking operational KPIs such as churn and reactivation.
• Prior experience in team management or as a team lead is a plus.
• Hands‑on, customer‑centric mindset with rigor and responsiveness.

Required skills

What we offer

• Competitive remuneration package.
• Dynamic, international, and supportive work environment with flat hierarchies.
• Opportunity to impact the future of the beauty and wellness industry.
• Regular company events to foster team bonding and networking.