Customer Care Lead – Business Operations
Customer Care Team:
The Customer Care Lead – Business Operations is responsible for building, leading, and scaling a specialized customer support operation focused on complex financial products and professional clients. The role begins as a hands-on operational leader managing an initial team of agents while establishing the operational foundations, processes, and performance discipline required to deliver high-quality service.
The Customer Care Lead – Business Operations is responsible for building, leading, and scaling a specialized customer support operation focused on complex financial products and professional clients. The role begins as a hands-on operational leader managing an initial team of agents while establishing the operational foundations, processes, and performance discipline required to deliver high-quality service.
Over time, the role evolves into leading a full operational structure (coordinators, supervisors, and agents) while ensuring strong performance across key service metrics such as SLAs, CSAT, AHT, and resolution quality. This position acts as a key operational bridge between frontline support, product teams, and internal stakeholders to continuously improve customer experience and operational efficiency.
Challenges that await you:
- Own the day-to-day performance of the Customer Care operation, ensuring delivery across key support metrics such as SLAs, CSAT, AHT, and resolution quality.
- Directly manage the initial team of agents, handling escalations, monitoring performance, and maintaining operational discipline during the early stages of the operation.
- Provide coaching, feedback, and performance management while helping build the leadership structure (coordinators and supervisors) as the operation grows.
- Design operational processes including shift structures, escalation flows, and workload distribution to ensure efficient service delivery.
- Monitor service quality on the floor, identify recurring operational issues, and coordinate with internal teams to close knowledge or process gaps.
- Ensure the support model meets the expectations of professional customers who require clear, accurate, and efficient resolution.
- Translate customer and agent feedback into structured insights for product teams, including tool improvements, bugs, and workflow enhancements.
- Work closely with Product, Analytics, and cross-functional teams to resolve systemic issues impacting customer experience.
- Build the operational structure, processes, and governance required to scale the support organization.
- Analyze operational data and dashboards to identify trends, root causes, and opportunities to improve service delivery.
What makes you a great fit:
- Experience managing customer support or operations teams with direct ownership of service metrics
- Experience building or scaling support operations (hiring, process creation, operational structure design)
- Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality
- Experience supporting complex products or professional clients in financial services, fintech, or similar industries
- Experience operating in high-growth environments where processes and structures are still evolving
- Strong operational thinking, able to design shifts, manage capacity, and structure escalation flows
- Hands-on leadership style capable of managing teams directly on the floor and handling escalations when needed
- Strong quality management mindset, able to evaluate interactions, identify patterns in quality issues, and drive improvement
- Product-oriented mindset, capable of translating operational pain points into actionable product or tooling improvements
- Strong data literacy, comfortable using Excel or Google Sheets and interpreting dashboards to make operational decisions
- Strong problem-solving skills and ability to break down complex operational issues into actionable improvements
- Experience in fintech, banking, or payments
- Experience with CRM or customer support platforms
- Experience working with QA frameworks (quality grids, calibrations, scoring systems)
- Experience scaling operations to large teams (100+ agents)
- Experience supporting professional or business clients is highly valued.
Our ways of working:
- Innovative Spirit: A commitment to creativity and groundbreaking solutions.
- Honest Feedback: valuing open, transparent communication.
- Supportive Team: a strong, collaborative community.
- Celebrating Achievements: recognizing our wins together.
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.
