Teams at Astro (astro.com)

Lead and develop a team of retention specialists to reduce churn, protect recurring revenue, and improve customer loyalty. Drive save strategies, monitor KPIs (save rate, churn, revenue retention, CSAT, NPS), oversee escalations, produce insights for leadership, and collaborate cross-functionally to improve processes and retention outcomes.

Handle inbound customer inquiries about account termination across channels, perform churn-gating and retention activities, escalate cases, maintain QA standards, support and create service requests, and provide feedback for process and offer improvements.

Support end-to-end campaign operations: enter and verify bookings, process billing in SAP/systems, monitor campaign utilization, prepare progress and billing reports, resolve operational issues, coordinate with internal teams, and maintain accurate campaign records.