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 excellent 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 custom

📌 Care Team Lead (Bengaluru)
🏢 Diffusely
📍 Bengaluru