Customer Care Team Lead

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.

At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

About This Role

Are you passionate about delivering world-class customer service and leading a team to excellence? We are seeking a Customer Care Team Lead to oversee our customer support operations, ensuring exceptional service levels and continuous process improvement.

What you will do:

• Team Management: Lead the Customer Care Team, evaluate performance, and ensure high standards are maintained.
• Process Adherence: Ensure that all customer care activities comply with established protocols and standards.
• Training & Development: Interview, train, and onboard new hires, focusing on continuous professional growth.
• Direct Customer Support: Handle complex queries, complaints, and escalations to maintain customer satisfaction.
• Operational Reporting: Create and maintain accurate reports on team productivity, customer interactions, and process adherence.
• Customer Insights: Provide vital feedback from customers to internal teams to guide product improvements and innovations.

What you will need:

• At least 2 years of leadership experience in a customer care environment, preferably in a technology, B2B, or SaaS company.
• Min. typing speed of 70 words per minute (WPM) with a 85% accuracy
• Possess a strong technical background with the ability to communicate effectively with both technical and non-technical audiences.
• Exceptional English language skills in both verbal and written communication.
• Proficient in using customer service software and tools such as Intercom, Salesforce, etc

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
• CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
  • Communicate for Clarity
  • Humble and Hungry
  • Authentic but not an *sshole
  • Nimble and Quick
  • Growth Mindset
  • Efficiency and Excellence

We do have all the other cool perks too:

• Apple Macbooks for everyone
• FREE Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.