Customer Care Team Lead (MY)

Are you driven, results-oriented and a team player?With 17,000+ customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun. If this is a journey you’d like to embark on, keep reading!In the Customer Care Team Lead role, you’d be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner. As the team manager, you will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and work closely with colleagues and the Regional Customer Care Manager to ensure consistent, high-quality service.You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast-paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.What you will do:Real-Time SLA Management: Monitor live queues across all channels, reassign team members as needed, and ensure prompt responses to priority inquiries.Scheduling and Capacity Planning: Create and adjust team schedules to match demand, manage shift rotations, and update schedules based on support volume.Performance Tracking & Reporting: Track key performance metrics (CSAT, FCR, handling times), analyze weekly/monthly data, and identify areas for improvement.Weekly & Monthly Duties: Conduct check-ins, finalize monthly schedules, set goals, and address team challenges.Team Coaching & Escalation Management: Provide coaching, handle complex escalations, and conduct quality audits to maintain high service standards.Process Optimization: Continuously improve support processes for efficiency and scalability.How you will you need to be:Experience: 2+ years in a team lead or managerial role, preferably in B2B or SaaS customer support.Technical: Proficient with customer service software and SLA management.Leadership: Skilled in team management, real-time queue management, and resource allocation.Communication: Strong English skills for team and customer interactions.Analytical & Organizational: Ability to interpret data, identify trends, manage schedules, and adapt to demand shifts.What makes working at StoreHub awesome (and refreshing!):Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.Communicate for ClarityHumble and HungryAuthentic but not an *ssholeNimble and QuickGrowth MindsetEfficiency and ExcellenceWe do have all the other cool perks too:Fully stocked fridge and pantry - ice-cream, snacks, and more yumsFree Season Parking - no more roadside headachesMedical and Dental Outpatient Visits + Medical InsuranceApple MacBooks for everyoneWe are an equal opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.