Summary

As Customer Care Team Lead, you’ll own the strategy and execution for critical domains like Community, Retention, and Complaints. You’re a high-impact leader who thrives in fast-paced environments, leaning in to solve complex challenges while coaching a top-tier team to excellence. By leveraging data and driving continuous process improvements, you won’t just manage operations - you’ll actively raise the bar for how we support, engage, and retain our customers.

What you’ll do

1. Team leadership & development: Lead and develop a high-performing team across Community, Retention, and Complaints domains to ensure operational excellence.
2. Performance & sentiment management: Monitor key metrics and drive strategic improvements to hit target CSAT and NPS levels consistently.
3. Operational optimisation: Continuously refine processes, workflows, and support tools through cross-functional collaboration and project contributions.
4. Social media & reputation management: Oversee social media support channels to ensure prompt public responses and high-quality resolution of escalations.
5. Strategic problem solving: Proactively identify performance gaps and drive initiatives to enhance the overall customer experience and support quality.

Who you are

1. You have a track record of leading Customer Support teams, ideally within high-volume or rapidly scaling environments.
2. You possess a strong sense of ownership over your domain, taking full responsibility for performance, strategy, and outcomes.
3. You are a hands-on, proactive leader with a natural problem-solving mindset and the ability to identify gaps before they become issues.
4. You are energised by dynamic, fast-paced settings where priorities can shift, and you navigate change with ease.
5. You are a strong communicator and collaborator, passionate about raising the bar for customer experience and empowering your team to do the same.

Skills

• Communications Skills
• Leadership
• Problem Solving
• Strategic Thinking
• Team Collaboration