Customer Care Operations Lead
Job Summary
Leading a remote full-time Customer Care Operations Lead, the successful candidate will manage daily team operations, develop personnel, and oversee quality assurance while supporting a growing customer care team for a health insurance startup.
Key responsibilities
- Coordinate daily operations and workload across time zones, serving as the primary contact for operational inquiries
- Conduct performance reviews, coach team members, and oversee onboarding and training processes
- Review and enhance quality standards, including AI-assisted support, while managing complex member cases and complaints
Required qualifications
- 3+ years of experience in customer support or operations, with at least 1 year in a leadership or coaching role
- Hands-on experience with quality assurance and performance metrics
- Proven ability to build processes and implement solutions effectively
- Strong written English skills; Portuguese or other languages are a plus
- Detail-oriented with experience in regulated industries such as insurance or healthcare preferred
Complete Job Description
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