Customer Care Team Lead

doola; Indiana; On-site; USD 60,000 - 90,000; Full time

Job summary

An innovative company is seeking a Customer Care Team Lead to manage and inspire a dedicated team of Customer Care Agents. This role involves coaching, resolving escalations, and driving operational excellence in a fast-paced environment. Join a collaborative team that values growth and development while simplifying business processes for entrepreneurs. Your leadership will empower the team to provide exceptional service, ensuring customer satisfaction and success. If you're passionate about helping businesses thrive, this opportunity is perfect for you.

Benefits

Competitive compensation package

Opportunities for growth and development

Collaborative team environment

Qualifications

• 3+ years in customer support leadership with a focus on coaching teams.
• Experience in managing escalations and improving processes.

Responsibilities

• Lead and coach a team to meet KPIs and deliver exceptional service.
• Handle high-priority customer escalations professionally.
• Monitor team performance metrics and identify areas for improvement.

Skills

Coaching and mentoring

Customer support leadership

Escalation management

Process improvement

Communication skills

Organizational skills

Problem-solving skills

Data-driven mindset

Tools

Zendesk

HubSpot

Intercom

Job description

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About Doola

doola 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 Doola

doola 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 Role

We 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 Responsibilities

• Lead, manage, and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional service
• Conduct regular 1:1s, performance reviews, and coaching sessions to support individual and team development
• Handle high-priority and sensitive customer escalations with professionalism and urgency
• Oversee and continuously improve QA processes, including reviews, calibration sessions, and reporting
• Monitor and report on team performance metrics, identifying trends and areas for improvement
• Manage multiple projects and deliverables with tight deadlines and shifting priorities
• Develop and maintain internal documentation, training resources, and playbooks
  
  
  

Skills And Qualifications

• 3+ years of experience in a customer support or success leadership role
• Demonstrated ability to coach, develop, and motivate teams
• Experience handling escalated customer issues with professionalism and sound judgment
• Strong QA and process improvement background
• Proven ability to manage competing priorities and tight deadlines
• Exceptional communication, organizational, and problem-solving skills
• Data-driven mindset with a focus on team performance and customer satisfaction
• Comfortable working in a fast-paced, high-growth environment
  
  
  

Bonus Qualifications

• Familiarity with CRM/help desk systems (e.g., Zendesk, HubSpot, Intercom)
• Background in fintech, SaaS, or startup environments
  
  
  

Why join us

• Opportunity to work with a dynamic and innovative company at the forefront of the industry
• Collaborative and supportive team environment with opportunities for growth and development
• Competitive compensation package with insane opportunity for growth
  
  
  

Our values and non-values

• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward
• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
  
  
  

If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.

doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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