Kinetic Customer Service Retention Supervisor

Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S.  Additional information about Kinetic is available at www.GoKinetic.com

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About The Role

As a Customer Service Retention Supervisor, you will lead a team focused on strengthening customer relationships, reducing churn, and delivering a service experience that builds loyalty. This role is ideal for a people-first leader who can coach for performance, solve problems quickly, and use insights to improve both customer outcomes and team results. You will help create a high-energy, accountable environment where associates feel supported and customers feel valued. ***This position can be filled remotely anywhere within the country with the preference of filling it in North Carolina, South Carolina, Georgia, Kentucky, and Iowa. Since it can be filled anywhere within the country, the candidate's location, as well as their experience will impact the compensation.***

What You'll Do

• Lead, coach, and develop a team of customer service professionals focused on customer retention, revenue impact, and customer resolution.
• Monitor daily performance metrics, customer trends, and service quality to drive results and improve customer experience.
• Provide real-time guidance and escalation support for complex customer concerns, billing issues, and save opportunities.
• Use data and team insights to identify root causes of churn and implement action plans that improve retention outcomes.
• Partner with cross-functional teams to remove barriers, improve processes, and deliver a more seamless customer journey.
• Reinforce a culture of accountability, recognition, and continuous improvement through regular feedback and coaching.
• Support hiring, onboarding, scheduling, and performance management activities for the team.
• Ensure policies, procedures, and customer commitments are followed consistently and with care.

Do You Have?

• Experience leading or coaching teams in customer service, retention, call center, or related environments
• A strong track record of improving team performance, customer satisfaction, and retention results
• Confidence handling escalated customer issues with professionalism, empathy, and sound judgment
• Ability to interpret performance data, identify trends, and turn insights into action
• Strong communication, coaching, and relationship-building skills
• Ability to manage multiple priorities in a fast-paced, metric-driven environment
• Comfort with change and a mindset focused on continuous improvement
• Proficiency with customer service systems, reporting tools, and standard business applications
• 3+ years relevant customer service/call center experience with 0-1 supervisory/lead experience for supervisory roles

Minimum Requirements

College degree and 3-5 years professional level experience with 0-1 years supervisory experience; or 7+ years professional level related experience with 0-1 years supervisory experience; or an equivalent combination of education and professional level related experience required.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

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Our Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

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