Customer Care Team Leader

Job Title: Customer Care Team LeaderWe are looking for a Customer Care Team Leader to oversee BNPL customer care operations, manage team performance, and ensure efficient service delivery.

Key Responsibilities

Oversee daily BNPL customer care operations and ensure smooth workflow.Monitor team performance, KPIs, and service level agreements (SLAs).Lead, coach, and support customer care team members to achieve operational targets.Monitor service quality and identify areas for improvement.Handle customer escalations and resolve operational issues.Ensure effective utilization of CRM systems.Prepare performance reports and provide regular updates to management.Ensure compliance with company policies and procedures.

Requirements

Diploma or Bachelor’s degree.Minimum 4 years of experience in customer care or customer service.At least 2 years of experience in a supervisory or team leadership role.BNPL experience is required.Strong leadership, communication, and problem-solving skillsExperience in contact center operations, CRM systems, and performance monitoring.Ability to manage teams and maintain service quality in a fast-paced environment.Saudi nationality is mandatory.