Job Description
About the Role
The Customer Care Leader will oversee a team of Supervisors and Support Agents in India, ensuring efficient day-to-day operations, achievement of performance targets, and strict adherence to ticket SLAs. This role is responsible for driving operational excellence, maintaining high-quality client support standards, and delivering an exceptional TuneCore client experience.
You will closely monitor team performance metrics, identify areas for continuous improvement, and implement strategies to enhance efficiency and client satisfaction. The role also involves managing escalated and high-impact cases, collaborating with global leadership, and contributing to cross-functional initiatives that strengthen TuneCore’s products and internal processes.
Key Responsibilities
- Provide operational reporting, including ticket volume, trends, and product-related issues to inform leadership.
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