Customer Care Team Lead

2 days ago

Philippines doola Full time $40,000 - $80,000 per year

doola Autonomous Region Of Muslim Mindanao, PhilippinesJoin or sign in to find your next job

Join to apply for the Customer Care Team Lead role at doola

About Dooladoola is a dynamic company committed to simplifying business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate financial and regulatory complexities with ease, enabling them to focus on growth and success. About

The RoleWe seek a compassionate, results-oriented Customer Care Team Lead to manage and develop a team of Customer Care Agents and Account Managers. You will be pivotal in talent development, ensuring high-quality support, handling escalations, and driving operational excellence. The ideal candidate has experience coaching frontline teams, managing escalations gracefully, and performing under pressure while juggling multiple priorities.

Key ResponsibilitiesLead, manage, and coach a team to meet KPIs and deliver exceptional customer service. Conduct regular 1:1s, performance reviews, and coaching sessions for team development. Handle high-priority and sensitive customer escalations professionally and promptly.

Oversee and improve QA processes, including reviews, calibration sessions, and reporting. Monitor team performance metrics, identify trends, and recommend improvements. Manage multiple projects with tight deadlines and shifting priorities.

Develop and maintain internal documentation, training resources, and playbooks. Skills and Qualifications3+ years in customer support or success leadership roles. Ability to coach, develop, and motivate teams effectively.

Experience managing escalated customer issues professionally. Strong background in QA and process improvements. Proven ability to manage competing priorities and deadlines.

Excellent communication, organizational, and problem-solving skills. Data-driven with a focus on team performance and customer satisfaction. Comfortable in fast-paced, high-growth environments.

Bonus QualificationsExperience with CRM/help desk systems (e.g., Zendesk, HubSpot, Intercom). Background in fintech, SaaS, or startup environments. Why Join UsWork with a dynamic, innovative company at the industry forefront.

Supportive team environment with growth opportunities. Competitive compensation with significant growth potential. Our Values and

Non-ValuesWe emphasize establishing clear team values and non-values to strengthen our mission. If these resonate with you, let's connect: you're passionate about helping businesses succeed and meet the outlined qualifications, we want to hear from you. Join doola and contribute to simplifying the path to business is an equal opportunity employer.

We celebrate diversity and are committed to an inclusive workplace. Additional DetailsSeniority level: Not ApplicableEmployment type: Full-time

Job function: OtherIndustries: Technology, Information and InternetReferrals can double your chances of interviewing at doola.

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