Customer Care Lead – Business Operations
Plata CardCore Responsibilities
Own the day-to-day performance of the Customer Care operation, ensuring delivery across key support metrics such as SLAs, CSAT, AHT, and resolution quality. Directly manage the initial team of agents, handling escalations, monitoring performance, and maintaining operational discipline. Design operational processes including shift structures, escalation flows, and workload distribution to ensure efficient service delivery.
Requirements
Experience managing customer support or operations teams with direct ownership of service metrics. Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality. Experience supporting complex products or professional clients in financial services, fintech, or similar industries.
Key Skills & Technologies
Additional Information
Experience Level
Lead / Principal
Job Language
English
Employment Type
Full-time
Work Mode
Remote