Customer Care Team Leader

About the Role
We are looking for a Customer Care Team Leader who is detail-oriented, adaptable, and passionate about delivering exceptional service. In this role, you will lead a team of customer care advocates providing end-to-end pre-sales and after-sales support across multiple channels, ensuring high-quality service and operational excellence.

What You'll Do

• Lead, coach, and motivate a team to meet and exceed performance targets.
• Oversee customer interactions via phone, email, live chat, and back-office channels.
• Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds.
• Monitor KPIs such as CSAT, QA scores, and adherence to processes.
• Collaborate with internal teams to identify and implement process improvements.
• Ensure accurate documentation and timely reporting of team performance.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are...