Retention Lead

US Mobile is building the future of wireless communication. The goal: one unified network open to any person and any device, worldwide. Connection without walls.

We're getting there by empowering customers, moving fast, and constantly challenging how things have traditionally been done. Our teams are agile, cross-functional, and built around ownership — and we're looking for people who can think beyond the obvious.

We're looking for a Retention Lead in Pakistan to own how we keep customers: the offers we make, the conversations we have, the team having them, and the results that follow.

This isn't a traditional customer support role. Customers rarely leave without warning. They turn off autopay, they stop using their line, they come up on a renewal, they ask how to cancel. Your job is to build the motion that reaches those customers at the right moment with the right thing to say, and to lead the team that does it.

• Own the retention motion end to end — cancellations, port-outs, failed payments, renewals, and proactive outreach to customers who look like they're drifting away

• Lead and coach the Pakistan retention team. Set the bar for what a great save conversation sounds like, listen to real ones, and raise the floor across the team

• Turn QA into coaching, not scorekeeping. Sit with agents on their own transcripts, show them the moment the conversation turned, and agree on what they'll do differently next time

• Own onboarding for new retention agents. Build the ramp: what they learn in week one, what they're allowed to handle in week two, what they need to demonstrate before they're on live saves on their own

• Write and maintain the training material. Objection guides, offer cheat sheets, call and chat frameworks, worked examples of great saves and failed ones. Keep it current, because our plans, offers, and competitors change constantly

• Run regular retraining. When an offer changes, when a competitor starts poaching, when QA shows the whole team is fumbling the same objection, you get everyone re-skilled quickly rather than waiting for the next annual training cycle

• Shape the offers. Work with our US teams on what we offer, to whom, at what price, and when an offer has run its course

• Decide who actually needs an offer. Plenty of customers who sound like they're leaving would have stayed regardless. Spotting the difference is where the value is

• Understand why customers leave — not just the reason they give, but the one behind it — and bring that back to Growth, Product, and Support so we fix the cause, not just the symptom

• Watch the numbers that matter: save rate, offer take rate, cost of a save, and whether saved customers are still here months later

• Find the gaps in the operation. Customers who wanted to leave and never reached a retention agent. Conversations nobody logged. Offers landing in the wrong hands

• Test new ideas — different offers, different scripts, different timing — and be honest with yourself and everyone else about what worked

• Work directly with US-based Growth, Retention, Support, and Product teams. You'll represent the Pakistan operation in those conversations, not just carry out decisions made elsewhere

• Experience leading a retention, save, sales, or account management team, with real results behind it

• Strong persuasion instincts, and the ability to teach them. You can turn a difficult conversation around, and explain to someone else how you did it

• Excellent written and verbal English. You'll be writing scripts, proposals, and updates read by US leadership

• Comfortable with data and targets. You can read & build a report, ask good questions of it, and know when a number is telling you less than it appears to

• Curious about customer behaviour, and willing to challenge the way things are currently done

• Able to operate independently and own something from idea to execution

• Comfortable in a fast-moving environment where priorities shift

• Telecom experience is a plus, not a requirement. Subscription, fintech, insurance, or SaaS retention translates well

• Market competitive salary

• Fast-growing, high-impact environment

• Meal and Transport Allowance

• Vibrant Startup Culture

• Comprehensive Health Coverage

• A place where great ideas get executed, not buried in meetings

You'll Probably Love This Role If...

You hear "I'm cancelling" and your first instinct is to understand why before you reach for an offer.

You naturally ask what makes customers stay, what makes them hesitate, and what would have changed their mind.

You enjoy making other people better at something you're already good at.

And when something isn't working, you don't wait for a new SOP — you try something better.

We're less interested in whether you've followed a traditional career path and more interested in whether you can lead a team, think commercially, and keep customers who were genuinely about to leave.

Think you're a fit? We'd love to hear from you.