Customer Care Team Leader — Performance & Growth

Jobtailor; Lyon; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Performance management

Regulatory/technical topics awareness

Project management

Empathy and listening

Data analysis / BI

Intercom / ticketing tools

Outils

Intercom

Description du poste

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.