Care Lead

As a Care Lead, you will report to Quentin, our COO, in charge of the Operations department. You will oversee the daily operations of our customer service, ensuring we meet the needs and expectations of our users. Your responsibilities: Operational Excellence: Ensure we have the right resources in place at the right time. Monitor the quality and performance of customer service operations, driving success metrics such as CSAT and SLAs. Team Leadership: Build and manage a high-performing team, fostering a collaborative, accountable, and growth-oriented environment. Strategic Process Improvement: Develop and implement effective customer support strategies, processes, and tools to elevate user satisfaction and loyalty, ensuring alignment with user expectations while optimizing costs. Customer-Centric Culture: Champion a culture of customer satisfaction across the organization, ensuring all teams understand their role in enhancing the user experience. Partner Management: Build strong relationships with our outsourcing partners, monitoring their team performance to ensure high-quality service delivery. Provide coaching and feedback as needed to maintain excellence.