About the Role:

We are looking for an experienced and hands-on Care Team Lead to cover maternity leave on a fixed-term basis. You will step into an established, high-performing support team based in Bangalore and take full ownership of day-to-day operations, team management, and quality of service delivery.

This is a leadership role where you will report directly to the Head of Customer Experience and Operations, based in Paris, France, and ensure continuity, performance, and a great experience for both our clients and team members.

Key Responsibilities:

As Care Team Lead, you will be responsible for the teams daily operations and overall performance. Heres what youll be doing:

- Lead Day-to-Day Operations: Oversee and manage the daily workload of Care agents, prioritizing tickets based on criticality and business impact.

- Monitor Drive SLA Performance: Track key metrics (next reply time, time to close, client satisfaction rating) and take corrective action to consistently meet targets.

- Ensure Quality of Support: Review tickets regularly, provide feedback to agents, and raise the bar on response quality, empathy, and resolution accuracy.

- Team Coaching Development: Guide, mentor, and motivate Care agents on a daily basis; run team rituals (weekly meetings, 1:1s, feedback sessions).

- Handle Escalations: Act as the first escalation point for complex or sensitive client issues, coordinating with technical and CSM teams as needed.

- Cross-Team Collaboration: Work closely with Customer Success, Onboarding, Product,



and Sales teams to share knowledge and address recurring client pain points.

- Report to Leadership: Prepare and present weekly team performance reports to the Head of Customer Experience and Operations.

- Maintain Update SOPs: Keep standard operating procedures up to date and ensure all agents are aligned on processes (ticket handling, token deactivation, payment flows, etc.).

Required Profile

Hard Skills Experience:

- Proven experience in a customer support or care team lead role (B2B SaaS environment preferred)

- Hands-on experience with Zendesk is required

- Knowledge of HubSpot and/or Zoho is a plus

- Ability to read and interpret support KPIs and dashboards

- Experience managing a multi-agent team in a quick-paced environment

- Strong written and verbal communication skills in English (additional languages are a plus)

Nice to Have:

- Familiarity with the automotive or SaaS industry

- Experience with AI-assisted support tools

- Knowledge of token/API-based technical workflows

Education:

A Bachelors degree or equivalent experience in a relevant field.

Soft Skills:

- Natural leader with a people-first mindset: you know how to motivate and support a team

- Strong problem-solving instincts and attention to detail

- Highly organized and able to manage competing priorities without losing focus on quality

- Empathetic communicator, both with clients and with your team

- Comfortable working in an international context

📌 Care Team Lead (Karnataka)
🏢 Diffusely
📍 Karnataka