Team Lead, Customer Care
Core
Lead a Customer Care team to drive operational KPIs, manage support queues, and ensure customer success for a financial empowerment platform.
Role type
Senior Customer Care Team Lead
Builds
Customer support operations and team performance for a financial wellness platform
Domain
Fintech / Employee Financial Wellness
Required skills
Team leadership, performance management, process improvement, change management, queue management, scheduling, cross-functional collaboration, product knowledge, automation strategy
Preferred skills
Experience with Intercom, Zendesk, JIRA, HubSpot
Responsibilities
Lead a team of Customer Care agents to meet operational KPIs; Monitor agent and team performance; Coach team members and facilitate 1:1s; Manage team goals and objectives; Create performance reports; Monitor support queues and assign resources; Lead new hire training; Handle escalated customer communications; Manage team scheduling; Collaborate with Revenue Ops, Customer Success, Product, Sales, and Marketing; Drive operational efficiency through process and tooling improvements
