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

📌 Customer Care Lead Business Operations (Toluca de Lerdo)
🏢 Plata Card
📍 Toluca de Lerdo