THE ROLE & THE TEAM

As a Customer Relations Lead, you’ll be responsible for leading a group of Customer Relations Experts across assigned markets or functions. Your main goal is to ensure consistent excellence in operational performance, customer service quality, and the professional development of your team. You’ll shape strategy implementation, resolve complex issues, and collaborate across departments to improve tools, processes, and customer satisfaction.

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Lead and Develop - Lead and nurture a team of CuCa Experts, empowering them to thrive in a results-driven yet flexible environment. Provide consistent coaching, structured feedback, and career development opportunities. Encourage self-management and ownership, enabling the team to meet operational goals through autonomy and accountability, rather than rigid schedules or performance metrics. Foster a culture of continuous growth, high performance, and mutual support.
• Drive Operational Excellence - Oversee daily operations and ensure teams meet quality, efficiency, and compliance standards. Support in workforce planning, issue resolution, and escalation handling. Guide teams in solving complex or sensitive customer queries.
• Monitor and Improve KPIs - Track team performance via KPIs such as FCC, resolution time, quality, and feedback rates. Initiate performance improvement plans and implement best practices. Actively contribute to the development and optimization of operational processes.
• Lead Strategic Initiatives - Drive and implement cross-market projects to optimize service operations. Use data-driven insights to propose and execute change. Ensure alignment with business goals and effective stakeholder management.
• Collaborate Across Teams - Partner with cross-functional teams within Customer Care and beyond. Communicate team needs, project updates, and strategic priorities. Contribute to organization-wide continuous improvement efforts.
• Solve problems - Supervise critical incident handling and ensure swift, clear communication. Identify and define Tier 3 defects and process gaps with improvement plans. Represent Customer Relations in broader stakeholder or cross-department forums.