Team Lead - Retention

📋 Description

• • Join Salonkee’s Customer Success Department as a Team Lead Retention and play a key role in driving our retention efforts while keeping our salon partners engaged across our international markets.
• • We’re looking for a hands-on leader who thrives on team coaching, direct customer contact, and operational excellence.
• • You’ll act as the right hand to the Head of Customer Success, managing and supporting a growing team of retention agents daily while personally handling complex, high-risk client cases.
• • This role is perfect for a trilingual professional who leads by example and prefers being on the ground with their team rather than focusing on high-level strategy.
• • If you’re resilient, customer-centric, and ready to scale our retention operations, we’d love to hear from you!
• • Act as the operational right-hand to the Head of Customer Success.
• • Personally handle high-risk accounts and complex client cases (calls, emails, SMS).
• • Manage, train, and support a retention team daily (scaling to ~10 agents).
• • Structure and distribute the workload across 7 markets by country/language.
• • Monitor daily retention metrics (churn, reactivation, satisfaction) and adjust actions.
• • Ensure QA, tone of voice, and offer consistency across all countries.
• • Identify recurring customer pain points (product, pricing) and escalate feedback.
• • Serve as the team's daily go-to person for questions and escalations.
• • Significant experience in customer retention / B2B customer success / customer care, ideally in a high-volume call or ticketing environment.
• • Fluent in French, German, and English (both written and spoken).
• • Comfortable tracking operational KPIs (churn, reactivation).
• • Prior experience in team management or as a team lead is a plus.
• • This is a highly hands-on role. You will be on the ground, working alongside your team and staying in direct contact with clients, rather than defining the department's high-level strategy.
• • Rigour, responsiveness, a customer-centric mindset, and leading by example.
• • A competitive remuneration package.
• • A dynamic, international, and supportive work environment with a strong team culture.
• • Flat hierarchies that promote open communication and encourage putting your ideas forward.
• • The opportunity to be part of a success story and make a tangible impact on the future of the beauty and wellness industry.
• • Regular company events to foster team bonding and create opportunities for networking and collaboration.
• • At Salonkee, we believe that innovation thrives in an environment where everyone feels included and empowered.
• • We’re building a diverse team that reflects the industry we serve: creative, passionate, and full of different perspectives.
• • No matter who you are or where you come from, you’ll find a place here to grow, contribute, and be your authentic self.