Customer Care Team Leader
Role Overview
Oversee BNPL customer care operations, manage team performance, and support efficient service delivery.
Key Skills for This Role
Full Job Posting
Role overview
Oversee BNPL customer care operations, manage team performance, and support efficient service delivery.
Responsibilities
- Oversee daily BNPL customer care operations and maintain smooth workflows.
- Monitor team performance, KPIs, and service level agreements.
- Lead, coach, and support team members in achieving operational targets.
- Monitor service quality and identify improvement areas.
- Handle customer escalations and resolve operational issues.
- Ensure effective use of CRM systems.
- Prepare performance reports and update management regularly.
- Ensure compliance with company policies and procedures.
Requirements
- Diploma or bachelor's degree.
- At least four years of customer care or customer service experience.
- At least two years in a supervisory or team leadership role.
- BNPL experience is required.
- Experience in contact center operations, CRM systems, and performance monitoring.
- Strong leadership, communication, and problem-solving skills; ability to manage teams and maintain service quality in a fast-paced environment.
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