Lead and manage a Customer Care team to meet KPIs, handle escalations, improve QA processes, and drive performance in a fast-paced environment.
About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
About the Role
We are looking for a strong, empathetic, and results-driven Customer Care Team Lead to manage a team of Customer Care Agents and Account Managers. In this role, you will play a key part in developing talent, ensuring high-quality support, resolving escalations, and driving the team toward operational excellence. The ideal candidate has experience coaching and mentoring frontline teams, managing escalations with grace, and executing under pressure while juggling multiple priorities.
Key responsibilities
- Lead, manage, and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional service
- Conduct regular 1:1s, performance reviews, and coaching sessions to support individual and team development
- Handle high-priority and sensitive customer escalations with professionalism and urgency
- Oversee and continuously improve QA processes, including reviews, calibration sessions, and reporting
- Monitor and report on team performance metrics, identifying trends and areas for improvement
- Manage multiple projects and deliverables with tight deadlines and shifting priorities
- Develop and maintain internal documentation, training resources, and playbooks
Skills and qualifications
- 3+ years of experience in a customer support or success leadership role
- Demonstrated ability to coach, develop, and motivate teams
- Experience handling escalated customer issues with professionalism and sound judgment
- Strong QA and process improvement background
- Proven ability to manage competing priorities and tight deadlines
- Exceptional communication, organizational, and problem-solving skills
- Data-driven mindset with a focus on team performance and customer satisfaction
- Comfortable working in a fast-paced, high-growth environment
Bonus qualifications
- Familiarity with CRM/help desk systems (e.g., Zendesk, HubSpot, Intercom)
- Background in fintech, SaaS, or startup environments
Why join us
• Opportunity to work with a dynamic and innovative company at the forefront of the industry.
• Collaborative and supportive team environment with opportunities for growth and development.
• Competitive compensation package with insane opportunity for growth.
Our values and non-values
• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.
• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Hubspot
Intercom
Zendesk
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