Team Lead, Customer Care (Training and Quality)

A high-performing Customer Care Team Lead is needed with a passion for people development, training, and quality assurance. In this role, you will be responsible for overseeing shift performance, onboarding and coaching new agents, and ensuring exceptional support delivery through structured QA and continuous feedback. You will serve as a key support bridge between frontline agents and Customer Care leadership, and play a critical role in elevating team performance and operational excellence. Your responsibilities include leading onboarding for new agents, developing and facilitating training sessions, overseeing QA processes, providing feedback, acting as a shift lead, monitoring real-time queues, identifying gaps in workflows, and creating reports for leadership review. You'll also be coordinating with cross-functional teams to resolve urgent issues.