Customer Care Team Leader - Remote

Overview

We are looking for a Customer Care Team Leader who is detail-oriented, adaptable, and passionate about delivering exceptional service. In this role, you will lead a team of customer care advocates providing end-to-end pre-sales and after-sales support across multiple channels, ensuring high-quality service and operational excellence.

In Short

• Lead, coach, and motivate a team to meet and exceed performance targets.
• Oversee customer interactions via phone, email, live chat, and back-office channels.
• Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds.
• Monitor KPIs such as CSAT, QA scores, and adherence to processes.
• Collaborate with internal teams to identify and implement process improvements.
• Ensure accurate documentation and timely reporting of team performance.

Requirements

• 2+ years of experience as a Team Leader or Supervisor in a call center or customer service environment.
• Strong communication skills, both written and verbal.
• Exceptional attention to detail and accuracy in documentation and reporting.
• Proficiency in digital tools and platforms; familiarity with CRMs (e.g., Salesforce) preferred.
• Excellent organizational and time management skills.
• Ability to adapt quickly to new systems, tools, and evolving processes.
• Experience in retail, e-commerce, or BPO environments is an advantage.

Benefits

• Convenience of working from home.
• Opportunities for growth within the organization.
• Supportive and performance-driven culture.
• Exceptional team environment.
• High Glassdoor rating in the BPO industry.