Hybrid Customer Care Team Lead – Inspire Excellence

Placements24; Roanoke (VA); Hybrid; USD 37,000 - 55,000; Full time

Benefits offered by this job

Salary plus bonuses

Medical coverage

Retirement savings plan

Paid time off

Professional development

Hybrid work arrangement

Job summary

Placements24 is seeking a Customer Care Team Lead to guide our client’s support operations in a hybrid East London setting. You will supervise a team of customer care representatives, optimize workflows, and drive customer satisfaction initiatives.

You will monitor performance, conduct reviews, and implement strategies to improve first-contact resolution while coordinating with other departments to ensure a seamless customer experience. A relevant degree in business management is advantageous.

Qualifications

• Demonstrated leadership of a customer care team and ability to coach staff.
• Strong knowledge of customer service metrics and SLA management.
• Experience with CRM and helpdesk platforms to track performance and trends.

Responsibilities

• Lead, coach, and mentor a team of customer care representatives to ensure exceptional service delivery.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop strategies to improve customer satisfaction and first-contact resolution.
• Manage daily operations including scheduling, workload distribution, and adherence to SLAs.
• Handle escalated customer complaints and resolve issues efficiently.
• Identify training needs and facilitate ongoing professional development.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of customer service policies and procedures.

Skills

Team leadership

Motivation skills

CRM experience

Data analysis

Communication

Time management

Problem solving

Education

Bachelor's degree in Business Management

Tools

CRM software

Helpdesk software

Job description

Placements24 is seeking a Customer Care Team Lead to guide our client’s support operations in a hybrid East London setting. You will supervise a team of customer care representatives, optimize workflows, and drive customer satisfaction initiatives.

You will monitor performance, conduct reviews, and implement strategies to improve first-contact resolution while coordinating with other departments to ensure a seamless customer experience. A relevant degree in business management is advantageous.