Customer Care Team Leader

Tasheel Finance; Al Khobar; On-site; SAR 120,000 - 180,000; Full time

Job summary

Tasheel Finance is seeking a Customer Care Team Leader to oversee BNPL customer care operations, drive performance, and ensure efficient service delivery. The role requires strong leadership, CRM proficiency, and a focus on quality in a fast-paced environment.

The candidate must have BNPL experience, a Diploma or Bachelor’s degree, and Saudi nationality. You will manage a team, monitor KPIs, and report to management while ensuring policy compliance.

Qualifications

• Diploma or Bachelor’s degree required.
• Minimum 4 years in customer care or customer service.
• At least 2 years in supervisory or team leadership role.
• BNPL experience required.
• Strong leadership and communication skills.
• Experience with contact center operations and CRM systems.
• Ability to manage teams and maintain service quality in a fast-paced environment.
• Saudi nationality is mandatory.

Responsibilities

• Oversee daily BNPL customer care operations and ensure smooth workflow.
• Monitor team performance, KPIs, and SLAs.
• Lead, coach, and support team members to achieve targets.
• Monitor service quality and identify areas for improvement.
• Handle escalations and resolve operational issues.
• Ensure effective use of CRM systems.
• Prepare performance reports and report to management.
• Ensure compliance with company policies and procedures.

Skills

Leadership

Communication

Problem solving

Team supervision

Performance monitoring

CRM system usage

Education

Diploma or Bachelor’s degree

Tools

CRM systems

Job description

Job Title: Customer Care Team Leader

We are looking for a Customer Care Team Leader to oversee BNPL customer care operations, manage team performance, and ensure efficient service delivery.

Key Responsibilities:

• Oversee daily BNPL customer care operations and ensure smooth workflow.
• Monitor team performance, KPIs, and service level agreements (SLAs).
• Lead, coach, and support customer care team members to achieve operational targets.
• Monitor service quality and identify areas for improvement.
• Handle customer escalations and resolve operational issues.
• Ensure effective utilization of CRM systems.
• Prepare performance reports and provide regular updates to management.
• Ensure compliance with company policies and procedures.

Requirements:

• Diploma or Bachelor’s degree.
• Minimum 4 years of experience in customer care or customer service.
• At least 2 years of experience in a supervisory or team leadership role.
• BNPL experience is required.
• Strong leadership, communication, and problem-solving skills
• Experience in contact center operations, CRM systems, and performance monitoring.
• Ability to manage teams and maintain service quality in a fast-paced environment.
• Saudi nationality is mandatory.