Customer Care Team Lead
Job Summary
Driving customer success in a fully remote environment, the full-time Customer Care Team Lead will manage a team focused on operational KPIs, support cross-functional projects, and optimize customer support strategies.
Key responsibilities
- Lead and develop a motivated Customer Care team to achieve operational KPIs
- Monitor performance metrics and provide real-time feedback and coaching to team members
- Coordinate new hire training and manage scheduling for the Customer Care department
Required qualifications
- 4+ years of experience in a support environment with inbound communication
- 2+ years of people leadership experience managing performance
- Experience in process improvement and change management
- Familiarity with tools such as Intercom, ZenDesk, JIRA, and HubSpot
- Excellent communication skills tailored for both technical and non-technical audiences
Complete Job Description
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