Customer Care Team Leader

Responsibilities

• Lead and manage a team of 6 to 8 Customer Care specialists
• Drive your team’s daily performance
• Ensure execution quality and adherence to Indy’s customer service standards
• Ensure your team is well organized
• Support the upskilling and professional development of your Customer Care specialists
• Contribute to the continuous improvement of processes and ways of working
• Produce structured reporting for your manager

Requirements

• Proven experience managing a team in a customer service environment
• Demonstrates leadership and is results-oriented
• Comfortable with technical or regulatory topics
• Project management skills
• Empathetic and a good listener
• Proficient with ticketing tools (Intercom or equivalent)
• Comfortable with data analysis (dashboards, reporting, BI)