Customer Care Team Lead

The Customer Care Team Lead is responsible for overseeing and supporting a team of customer care representatives to ensure the delivery of exceptional service and client satisfaction. This role involves managing daily team operations, resolving escalated issues, and ensuring performance targets are met in alignment with the company s service standards and UAE market expectations. The ideal candidate will have strong leadership abilities and a customer-first mindset.

Responsibilities:

• Supervising and guiding a team of customer care agents to ensure consistent, high-quality support.

• Monitoring team performance, analyzing service metrics, and reporting on KPIs to management.

• Handling complex or escalated customer issues and ensuring prompt resolution in line with company policy.

• Conducting regular team meetings, training sessions, and one-on-one coaching to foster development.

  

• Developing and updating standard operating procedures to improve service efficiency.

• Collaborating with other departments to ensure seamless customer experiences and operational alignment.

• Managing staff schedules to ensure adequate coverage across shifts and during peak hours.

• Identifying areas for service improvement and contributing to customer experience strategies.

Requirements:

• Bachelor s degree in Business Administration, Customer Service, or a related field.

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• Minimum of 4 6 years of customer service experience, including at least 2 years in a supervisory or lead role.

• Strong understanding of CRM tools, customer support software, and service reporting.

• Excellent communication, conflict resolution, and leadership skills.

• Proven ability to motivate and manage teams in a high-pressure environment.

• Fluency in English is required; knowledge of Arabic is an advantage.

• Strong analytical and problem-solving abilities with a customer-focused attitude.