Customer Care Lead - Remote

Overview

This position is for a Customer Care Lead who will manage and develop a high-performing support organization focused on enhancing customer experience across multiple communication channels.

In Short

• Lead and develop a team of customer support professionals.
• Ensure targets for service level agreements (SLA), quality assurance (QA), and customer satisfaction (CSAT/NPS) are met.
• Develop and implement operational strategies and policies.
• Foster a high-trust culture with clear ownership and accountability.
• Manage performance reviews and coaching programs for continuous improvement.
• Oversee workforce management and capacity planning.
• Drive process improvements to enhance service quality and efficiency.

Requirements

• 3-5+ years of experience in customer support roles.
• Proven experience in managing team leads and multiple squads.
• Demonstrated ability to improve multi-channel operations metrics.
• Experience in handling complex customer escalations.
• Strong leadership skills with a focus on coaching and development.
• Operationally minded with proficiency in data analysis and metrics.
• Familiarity with customer service tools like Zendesk.

Benefits

• Dynamic remote work environment with autonomy.
• Opportunities for professional growth and development.
• Collaborative team culture focused on hospitality and care.
• Flexible working hours to promote work-life balance.
• Access to resources for continuous learning.