Team Leader, Customer Care

• Lead a Customer Care team (handling Tier 1 and Tier 2 tickets) in a demanding environment
• Support advisors in their day-to-day skills development
• Ensure excellence in every interaction (chat, email, omnichannel)
• Plan and allocate resources to guarantee flawless service continuity
• Monitor and drive key KPIs (SLA, quality, productivity, satisfaction)
• Run end-to-end projects to identify problems and deploy solutions
• Represent the Care team to other departments (Product, Sales, Ops)

Requirements

• At least 6 years' experience in customer relations in a permanent (full-time) role
• Strong experience in B2C (B2B experience also acceptable)
• Managed a Customer Support / Care team in B2C (minimum 2 years in a managerial role)
• Experience handling complex topics (accounting, tax, legal, healthcare, finance…)
• Proficient in HubSpot *(must-have)*: creating sequences, workflows, managing the ticketing tool, building dashboards
• Proficient with 2–3 ticketing systems (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk, Front…)
• Highly autonomous in implementing processes: structuring, documentation, optimization
• Strong interest in AI (Claude, ChatGPT…)

Core Competencies

Demonstrates expertise in leading Customer Care teams, managing complex customer relations, and optimizing service processes. Proficient in utilizing ticketing systems and HubSpot to enhance customer support efficiency and satisfaction.

Highest-signal resume keywords

• Customer Care Team Leadership
• B2C Customer Relations Management
• HubSpot Proficiency
• Ticketing Systems Experience
• KPI Monitoring and Management

ATS Optimization Keywords

Hard Skills

• Customer Support Management
• Process Implementation
• KPI Monitoring
• Problem Identification
• Solution Deployment

Soft Skills

• Skills Development
• Autonomy
• Interdepartmental Representation

Industry Keywords

• B2C
• Customer Relations
• Service Continuity
• Omnichannel Support
• Complex Topics Handling

Tools & Technologies

• HubSpot
• Zendesk
• Salesforce
• Intercom
• Freshdesk
• Front