Job
Description
Role & responsibilities We are looking for a strong, empathetic, and results-driven Customer Care Team Lead to manage a team of Customer Care Agents and Account Managers. In this role, you will play a key part in developing talent, ensuring high-quality support, resolving escalations, and driving the team toward operational excellence. The ideal candidate has experience coaching and mentoring frontline teams, managing escalations with grace, and executing under pressure while juggling multiple priorities. Key responsibilities Lead, manage, and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional service Conduct regular 1:1s, performance reviews, and coaching sessions to support individual and team development Handle high-priority and sensitive customer escalations with professionalism and urgency Oversee and continuously improve QA processes, including reviews, calibration sessions, and reporting Monitor and report on team performance metrics, identifying trends and areas for improvement Manage multiple projects and deliverables with tight deadlines and shifting priorities Develop and maintain internal documentation, training resources, and playbooks Skills and qualifications 3+ years of experience in a customer support or success leadership role Demonstrated ability to coach, develop, and motivate teams Experience handling escalated customer issues with professionalism and sound judgment Strong QA and process improvement background Proven ability to manage competing priorities and tight deadlines Exceptional communication, organizational, and problem-solving skills Data-driven mindset with a focus on team performance and customer satisfaction Comfortable working in a fast-paced, high-growth environment Bonus qualifications Familiarity with CRM/help desk systems (e.g., Zendesk, HubSpot, Intercom) Background in fintech, SaaS, or startup environments Preferred candidate profile
