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:

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 resolve systemic issues impacting customer experience.

Build the operational structure, processes, and governance required to scale the support organization.

Analyze operational data and dashboards to identify trends, root causes, and opportunities to improve service delivery.

What makes you a great fit:

Experience managing customer support or operations teams with direct ownership of service metrics

Experience building or scaling support operations (hiring, process creation, operational structure design)

Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality

Experience supporting complex products or professional clients in financial services, fintech, or similar industries





Experience operating in high-growth environments where processes and structures are still evolving

Strong operational thinking, able to design shifts, manage capacity, and structure escalation flows

Hands-on leadership style capable of managing teams directly on the floor and handling escalations when needed

Strong quality management mindset, able to evaluate interactions, identify patterns in quality issues, and drive improvement

Product-oriented mindset, capable of translating operational pain points into actionable product or tooling improvements

Strong data literacy, comfortable using Excel or Google Sheets and interpreting dashboards to make operational decisions

Strong problem-solving skills and ability to break down complex operational issues into actionable improvements

Nice to Have:

Experience in fintech, banking, or payments

Experience with CRM or customer support platforms

Experience working with QA frameworks (quality grids, calibrations, scoring systems)

Experience scaling operations to large teams (100+ agents)

Experience supporting professional or business clients is highly valued.

Our ways of working:

Innovative Spirit : A commitment to creativity and groundbreaking solutions.

Honest Feedback : valuing open, transparent communication.

Supportive Tea m: a strong, collaborative community.

Celebrating Achievement s: recognizing our wins together.

High-Tech Environme nt: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.

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