Customer Care Team Leader

Indy; Lyon; On-site; EUR 55,000 - 75,000; Full time

Job summary

Jobtailor in Lyon is seeking an experienced Customer Care Team Lead to manage a team of 6 to 8 specialists, drive daily performance, and ensure quality across all interactions. You will monitor service levels, coach staff, and coordinate initiatives that improve customer satisfaction.

You will mentor staff, support upskilling, contribute to process improvements, and deliver structured reporting to your manager.

Qualifications

• Experience managing a team in a customer service environment.
• Leadership with a results-oriented mindset.
• Comfortable with technical or regulatory topics.
• Strong project management skills.
• Empathetic listener and good communicator.
• Experience with data analysis and reporting.

Responsibilities

• Lead and manage a team of 6 to 8 Customer Care specialists.
• Drive your team’s daily performance.
• Ensure execution quality and adherence to Indy’s customer service standards.
• Ensure your team is well organized.
• Support the upskilling and professional development of your Customer Care specialists.
• Contribute to the continuous improvement of processes and ways of working.
• Produce structured reporting for your manager.

Skills

Team leadership

Performance management

Regulatory/technical topics awareness

Project management

Empathy and listening

Data analysis / BI

Intercom / ticketing tools

Tools

Intercom

Job description

Responsibilities

• Lead and manage a team of 6 to 8 Customer Care specialists
• Drive your team’s daily performance
• Ensure execution quality and adherence to Indy’s customer service standards
• Ensure your team is well organized
• Support the upskilling and professional development of your Customer Care specialists
• Contribute to the continuous improvement of processes and ways of working
• Produce structured reporting for your manager

Requirements

• Proven experience managing a team in a customer service environment
• Demonstrates leadership and is results-oriented
• Comfortable with technical or regulatory topics
• Project management skills
• Empathetic and a good listener
• Proficient with ticketing tools (Intercom or equivalent)
• Comfortable with data analysis (dashboards, reporting, BI)