Remote Customer Care Team Lead - KPI Driven Coach

Bazeta

United States

Remote

USD 70,000 - 110,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Fully remote

Flexible time off

Medical, vision, dental

Wellness stipend

Parental leave top-up

Job summary

ZayZoon is seeking a Team Lead for Customer Care to drive the department's KPIs across a fully remote team in the United States. You will mentor agents, monitor performance, and optimize support processes to improve customer outcomes and operational efficiency.

You will collaborate with Revenue Operations, Customer Success, Product, Sales, and Marketing to implement scalable support strategies, train new hires, and lead ongoing improvements in tooling and workflows.

Qualifications

4+ years of experience in a support environment with inbound communication.
2+ years of people leadership experience managing performance.
Strong process improvement and change management experience.
Excellent communication, able to tailor messaging for technical and non-technical audiences.
Experience with Intercom, Zendesk, Jira, and HubSpot (or similar).

Responsibilities

Lead a team of Customer Care professionals to drive customer success and KPIs.
Monitor agent and team-level performance; provide coaching and feedback.
Coordinate scheduling and onboarding for new hires; manage 1:1s and team meetings.
Own escalated customer communications through to resolution.
Support cross-functional projects with Revenue Operations, Customer Success, Product, Sales, and Marketing.
Deliver on projects to improve KPIs and infrastructure.