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.

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

Nice to Have: