Customer Care - Team Leader

Care Team Leader

The Care Team Leader ensures the day‑to‑day efficiency and quality of Rise Up’s Customer Care operations. Reporting to the Head of Success, the role combines hands‑on customer support with operational team leadership, contributing directly to customer satisfaction and service performance.

Key Responsibilities

• Handle customer support requests in line with Care team responsibilities.
• Manage ticket prioritization to ensure timely responses and SLA compliance.
• Perform accurate ticket analysis and qualification before escalation.
• Act as escalation point for complex or blocked support cases.
• Follow up on incident resolution, testing, and customer communication.
• Manage the Care team on a day‑to‑day basis, including workload distribution and priorities.
• Coach and support team members through regular feedback and 1:1s.
• Support onboarding and ramp‑up of new Care team members.
• Contribute to hiring decisions and team growth when needed.
• Foster accountability, autonomy, and continuous improvement within the team.
• Maintain a positive, collaborative, and results‑oriented team environment.
• Track and monitor key operational KPIs (SLA, backlog, resolution time, CSAT).
• Identify operational risks and areas for improvement.
• Share regular performance insights with the Head of Success.
• Contribute to operational decision‑making through data‑driven analysis.
• Ensure Care performance aligns with broader Success objectives.
• Provide recommendations to the Head of Success to improve customer experience and efficiency.
• Work closely with Run/Tech teams on incident and bug follow‑up.
• Share structured customer feedback with the Product team.
• Coordinate with Customer Success to ensure customer context and alignment.
• Support the Head of Success in defining and driving the Care strategy in alignment with Success team objectives (customer satisfaction, retention, adoption).
• Translate Success goals into operational priorities for the Care team.
• Continuously assess and improve Care processes, workflows, and tools.
• Define escalation, prioritization, and communication standards.
• Contribute to the evolution of the Care operating model as the company scales.

Skills

• Fluent in English & French (C1 minimum required).
• Solid understanding of customer support operations in a SaaS environment.
• Strong ticket analysis and troubleshooting capabilities.
• Ability to interpret operational data and KPIs.
• Familiarity with ticketing tools and documentation systems.
• Basic technical knowledge.

• Strong sense of priorities and organization.
• Clear, structured communication.
• Problem‑solving mindset.
• Ability to balance operational responsibilities with customer interaction.
• Team‑oriented and hands‑on leadership style.

Experience

• Experience in customer support within a SaaS environment.
• Experience leading support teams.
• Demonstrated ability to manage customer relationships and operational follow‑up.
• Comfortable working cross‑functionally with Product, Tech, and Customer Success teams.

Key Indicators

• SLA compliance
• Ticket resolution time
• Backlog management
• Customer satisfaction (CSAT)