Team Lead, Customer Care

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. You'll lead onboarding for new agents and ensure readiness for live support. You'll oversee QA process across all support channels and review interactions and identify coaching opportunities, and provide timely feedback. You'll monitor real-time queues, reassign tasks, and ensure SLA adherence. You'll identify gaps in workflows or training and recommend improvements.