If you can lead a team through high-stakes customer conversations and still keep morale and performance high, this role is built for you. You’ll manage Retention Specialists, drive save rates and quality metrics, and build a team that earns a second chance with Pros ready to cancel.
About Housecall Pro
Housecall Pro builds software and services that help home service professionals streamline and grow their businesses. Their tools cover scheduling, dispatching, payments, and more, designed to save Pros time and help them scale profitably. They support 40,000+ businesses and are focused on championing Pros to success.
Schedule
- Remote (United States)
- Full-time leadership role overseeing Retention Specialist Coaches
- Manage scheduling and staffing to meet customer demand (time zone not specified)
What You’ll Do
- Drive key team metrics, including median first response time, first-30-day success metrics, save rates, and QA scores
- Manage team schedules and daily attendance to ensure proper staffing coverage
- Build a supportive, growth-oriented environment focused on performance and development
- Hold regular 1:1s to coach team members, remove blockers, and identify growth opportunities
- Lead training and coaching sessions to sharpen retention conversations and best practices
- Stay current on product updates and upcoming changes, then enable your team with what they need to succeed
- Support evolving business needs through additional projects and priorities as required
- Support hiring by conducting interviews and participating in candidate reviews
What You Need
- 2+ years of experience in customer support, account management, sales, or a related field
- 1+ year of people leadership experience managing teams of 10+
- Bachelor’s degree or equivalent relevant experience
- Experience using AI tools to improve quality and efficiency
Benefits
- Medical, dental, and vision insurance
- Life and disability coverage
- 401(k)
- Flexible, take-it-as-you-need-it paid time off plus paid holidays
- Equity in a rapidly growing startup backed by top-tier VCs
- Paid parental leave
- Monthly tech reimbursement
- Employee Assistance Program (EAP)
- Compensation: $74,000–$82,500 OTE ($51,900–$57,750 base + 30% bonus)
Remote leadership roles with a clear KPI focus get competitive fast. If you’ve got the leadership chops and know how to coach a team through tough saves, don’t wait.
Build a retention team that keeps Pros winning.
Happy Hunting,
~Two Chicks…