Customer Care Team:
The Customer Care Lead – Business Operations is responsible for building, leading, and scaling a specialized customer support operation focused on complex financial products and professional clients. The role begins as a hands-on operational leader managing an initial team of agents while establishing the operational foundations, processes, and performance discipline required to deliver high-quality service.
Over time, the role evolves into leading a full operational structure (coordinators, supervisors, and agents) while ensuring strong performance across key service metrics such as SLAs, CSAT, AHT, and resolution quality. This position acts as a key operational bridge between frontline support, product teams, and internal stakeholders to continuously improve customer experience and operational efficiency.

Challenges that await you:

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- Own the day-to-day performance of the Customer Care operation, ensuring delivery across key support metrics such as SLAs, CSAT, AHT, and resolution quality.
- Directly manage the initial team of agents, handling escalations,



monitoring performance, and maintaining operational discipline during the early stages of the operation.
- Provide coaching, feedback, and performance management while helping build the leadership structure (coordinators and supervisors) as the operation grows.
- Design operational processes including shift structures, escalation flows, and workload distribution to ensure efficient service delivery.
- Monitor service quality on the floor, identify recurring operational issues, and coordinate with internal teams to close knowledge or process gaps.
- Ensure the support model meets the expectations of professional customers who require clear, accurate, and efficient resolution.
- Translate customer and agent feedback into structured insights for product teams, including tool improvements, bugs, and workflow enhancements.
- Work closely with Product, Analytics, and cross-functional teams to res

📌 Customer Care Lead Business Operations (México)
🏢 Plata Card
📍 México