Customer Care Team Lead

Join to apply for the Customer Care Team Lead role at doolaAbout The Companydoola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters – building and growing their ventures.About The RoleWe are looking for a strong, empathetic, and results-driven Customer Care Team Lead to manage a team of Customer Care Agents and Account Managers. In this role, you will play a key part in developing talent, ensuring high-quality support, resolving escalations, and driving the team toward operational excellence. The ideal candidate has experience coaching and mentoring frontline teams, managing escalations with grace, and executing under pressure while juggling multiple priorities.Key ResponsibilitiesLead, manage, and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional serviceConduct regular 1:1s, performance reviews, and coaching sessions to support individual and team developmentHandle high-priority and sensitive customer escalations with professionalism and urgencyOversee and continuously improve QA processes, including reviews, calibration sessions, and reportingMonitor and report on team performance metrics, identifying trends and areas for improvementManage multiple projects and deliverables with tight deadlines and shifting prioritiesDevelop and maintain internal documentation, training resources, and playbooksSkills & Qualifications3+ years of experience in a customer support or success leadership roleDemonstrated ability to coach, develop, and motivate teamsExperience handling escalated customer issues with professionalism and sound judgmentStrong QA and process improvement backgroundProven ability to manage competing priorities and tight deadlinesExceptional communication, organizational, and problem‑solving skillsData‑driven mindset with a focus on team performance and customer satisfactionComfortable working in a fast‑paced, high‑growth environmentBonus QualificationsFamiliarity with CRM/help desk systems (e.g., Zendesk, HubSpot, Intercom)Background in fintech, SaaS, or startup environmentsWhy Join UsOpportunity to work with a dynamic and innovative company at the forefront of the industryCollaborative and supportive team environment with opportunities for growth and developmentCompetitive compensation package with significant potential for growthWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr