Customer Care Team Lead
Customer Care Team Lead
Posted on :
21-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
About doola
doola is a dynamic company committed to simplifying the complexities of business formation payment setup compliance taxes and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease allowing them to focus on what truly matters building and growing their ventures.
About the Role
We are looking for a strong empathetic and resultsdriven Customer Care Team Lead to manage a team of Customer Care Agents and Account Managers. In this role you will play a key part in developing talent ensuring highquality support resolving escalations and driving the team toward operational excellence. The ideal candidate has experience coaching and mentoring frontline teams managing escalations with grace and executing under pressure while juggling multiple priorities.
Key responsibilities
- Lead manage and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional service
- Conduct regular 1:1s performance reviews and coaching sessions to support individual and team development
- Handle highpriority and sensitive customer escalations with professionalism and urgency
- Oversee and continuously improve QA processes including reviews calibration sessions and reporting
- Monitor and report on team performance metrics identifying trends and areas for improvement
- Manage multiple projects and deliverables with tight deadlines and shifting priorities
- Develop and maintain internal documentation training resources and playbooks
Skills and qualifications
- 3 years of experience in a customer support or success leadership role
- Demonstrated ability to coach develop and motivate teams
- Experience handling escalated customer issues with professionalism and sound judgment
- Strong QA and process improvement background
- Proven ability to manage competing priorities and tight deadlines
- Exceptional communication organizational and problemsolving skills
- Datadriven mindset with a focus on team performance and customer satisfaction
- Comfortable working in a fastpaced highgrowth environment
Bonus qualifications
- Familiarity with CRM/help desk systems (e.g. Zendesk HubSpot Intercom)
- Background in fintech SaaS or startup environments
Why join us
Opportunity to work with a dynamic and innovative company at the forefront of the industry.
Collaborative and supportive team environment with opportunities for growth and development.
Competitive compensation package with insane opportunity for growth.
Our values and nonvalues
Establishing team values is critical. We believe its equally essential to identify team nonvalues. Were stronger in driving our mission home with both values and nonvalues taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; its to be straightforward.
Action Item: If you read these values and nonvalues and get more fired up about working at doola lets talk: you are passionate about helping businesses succeed and thrive and you possess the skills and experience outlined above we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
