Customer Care Lead Team Coach

Overview

This position is a key member of the North American Customer Care organization. This role is responsible for fostering a high‑performance and high‑engagement environment where team members consistently deliver a world‑class customer experience through clear communication, consistent coaching, and strong leadership. Success requires a blend of critical thinking, customer focus, and the ability to lead a high-volume, performance-driven team.

Presently this position is in a hybrid status with a minimum of 1 day per month in the office for collaboration, teamwork, and business needs. The status and minimum in-office requirements are subject to change based on evolving business needs.

• Working under Limited supervision:
  • Operations Management
    • Provide effective supervisory leadership aligned with Pro Driven Global Brands policies and values, ensuring all customer care practices support a high‑quality, customer‑focused environment.
    • Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction.
    • Monitor capacity, workflow, and resource allocation to maintain response times across all inquiry types.
    • Develop strategies to prevent backlogs resulting from increased volumes or staffing shortages.
    • Identify the root‑cause for process issues that impact SLA compliance and work cross‑functionally to implement actions that resolve issues.
    • Identify and eliminate barriers affecting accuracy, productivity, and quality, including executing routine service audits.
    • Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations.
    • Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution.
    • Partner with internal teams to resolve customer inquiries and concerns.
    • Support daily operations by assisting with calls, emails, or order entry when required.
  • People Management
    • Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels.
    • Establish, communicate, and achieve individual and team performance goals.
    • Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth.
    • Conduct documented monthly one‑on‑one meetings focused on performance, development, and key discussion topics.
    • Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences.
    • Maintain accountability by applying policies and performance management practices consistently and fairly.
    • Identify high‑potential team members and support their development toward expanded responsibilities or future leadership opportunities.
    • Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement.
    • Cultivate a collaborative and innovative team culture focused on operational excellence and exceptional customer outcomes.
  • Customer Care Expectations
    • Own the customer experience and act in ways that turn customers into promoters of our products and services.
    • Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation.
    • Provide timely, accurate, and transparent communication that establishes clear expectations for customers.
    • Encourage customer adoption of available self‑service tools and resources.
    • Demonstrate professionalism, resilience, and focus in a high‑volume, time‑sensitive environment.
    • Win as a team by collaborating and embracing innovative ideas.
    • Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

• Bachelor’s degree in Business Administration or a related field preferred or equivalent work experience required.

• 3~5 years of direct experience required
• 5 years of direct experience managing a high-performing…