Customer Care Team Lead (B2B)
CartrackCartrack is a global smart mobility and vehicle telematics SaaS company with nearly 2 million active subscribers across 23 countries. We are seeking an experienced Customer Care Team Lead to oversee daily customer service operations while leading and developing a team to deliver high-quality B2B customer support.
Key Responsibilities
Lead, coach, and supervise a team of Customer Care Agents to ensure service standards and KPIs are consistently achieved.
Monitor daily operations and ensure incoming call service levels are maintained.
Act as the main escalation point for complex B2B customer enquiries and complaints, ensuring timely follow-up and resolution.
Review service quality and conduct monthly coaching sessions based on QA results to improve performance.
Ensure professionalism and compliance with company policies, including enforcing disciplinary procedures when necessary.
Work closely with internal teams such as Technical, Finance, Debtors, and Operations to resolve customer issues efficiently.
Prepare basic performance updates and identify opportunities for service improvement.
Requirements
Bachelor’s degree from any field
Minimum 3 years of experience in leading a Customer Service / Customer Care team.
Proven experience handling B2B customers is mandatory.
Experience in the SaaS, automotive, telematics, or related industry is an advantage.
Strong leadership, communication, and problem-solving skills.
Proficient in English, both written and verbal.