Customer Care Lead (L1)

Job Summary:

We are seeking an experienced and motivated Customer Care lead for our customer service team. The ideal candidate will oversee day-to-day customer care operations, ensuring high levels of customer satisfaction and driving continuous improvements in service quality. You will be responsible for managing the team, resolving escalated issues, and collaborating with cross-functional departments to optimize customer experiences.

Key Responsibilities:

• Team Leadership: Manage, train, and motivate the customer care team to meet performance goals and deliver excellent customer service.
• Customer Support Operations: Oversee the daily operations of the customer care team, ensuring timely and accurate responses to customer inquiries via phone and email
• Issue Resolution: Act as the point of escalation for complex or unresolved customer issues, ensuring prompt and satisfactory solutions.
• Performance Monitoring: Track and analyze customer service metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement action plans to improve performance.
• Customer Feedback: Gather, analyse, and act upon customer feedback to improve processes, services, and overall customer satisfaction.
• Process Improvement: Collaborate with other departments (e.g., product, software, IT) to identify and resolve service issues, ensuring seamless customer experiences.
• Policy Development: Develop, implement, and update customer service policies and procedures to maintain consistency in service delivery.
• Training & Development: Provide ongoing training and professional development opportunities for the customer care team to enhance skills and knowledge.
• Reporting: Prepare and present reports on customer care performance, trends, and insights to senior management.
• Customer Experience Initiatives: Lead or support initiatives that enhance the customer experience and drive long-term customer loyalty.
• Strong knowledge of incident management practices: Ability to assess, escalate, and resolve major incidents, while preparing and sending clear and timely customer notifications to ensure effective communication during service disruptions.

Required Skills & Qualifications:

• Experience: Minimum of 3 years of experience in customer service, with at least 2 years in a team lead role.
• Education: Bachelor’s degree in Business, Communications, or a related field (preferred but not mandatory).
• Leadership Skills: Strong team management, coaching, and mentoring skills.
• Problem-Solving: Excellent problem-solving abilities and a customer-focused mindset.
• Communication Skills: Strong written and verbal communication skills, with the ability to handle difficult conversations with professionalism.
• Technology: Proficient in using customer service software (e.g., Zendesk, Salesforce, etc.) and Microsoft Office Suite.
• Analytical Skills: Ability to analyze performance metrics and use data to drive improvements.
• Time Management: Strong organizational and multitasking skills, with the ability to prioritize tasks effectively.
• Customer Focus: A passion for delivering exceptional customer experiences.

Preferred Qualifications:

• Experience in managing customer care operations in a B2B or B2C environment.
• Familiarity with AI-driven customer service solutions or automation tools.
• Background in industries such as tech, telecommunications, or e-commerce.