Care Team Lead - Fixed Term Contract

About Us: CarCutter is the leading SaaS solution for automotive image enhancement, designed specifically for car dealerships and marketplaces. Our AI-powered technology is transforming the car-selling process, helping dealerships create captivating visuals that drive customer engagement and sales like never before. Our solution offers image capture solutions (via mobile app) and AI-powered algorithms to edit images up and beyond industry standards (background removal, virtual showroom integration). We deliver images through our own platform CarCutter Hub as well as directly into our clients environments (DMS/IMS). Join us in revolutionizing the automotive space! About the Role: We are looking for an experienced and hands-on Care Team Lead to cover maternity leave on a fixed-term basis. You will step into an established, high-performing support team based in Bangalore and take full ownership of day-to-day operations, team management, and quality of service delivery. This is a leadership role where you will report directly to the Head of Customer Experience and Operations, based in Paris, France, and ensure continuity, performance, and a great experience for both our clients and team members. Key Responsibilities: As Care Team Lead, you will be responsible for the team's daily operations and overall performance. Here's what you'll be doing: - Lead Day-to-Day Operations: Oversee and manage the daily workload of Care agents, prioritizing tickets based on criticality and business impact. - Monitor & Drive SLA Performance: Track key metrics (next reply time, time to close, client satisfaction rating) and take corrective action to consistently meet targets. - Ensure Quality of Support: Review tickets regularly, provide feedback to agents, and raise the bar on response quality, empathy, and resolution accuracy. - Team Coaching & Development: Guide, mentor, and motivate Care agents on a daily basis; run team rituals (weekly meetings, 1:1s, feedback sessions). - Handle Escalations: Act as the first escalation point for complex or sensitive client issues, coordinating with technical and CSM teams as needed. - Cross-Team Collaboration: Work closely with Customer Success, Onboarding, Product, and Sales teams to share knowledge and address recurring client pain points. - Report to Leadership: Prepare and present weekly team performance reports to the Head of Customer Experience and Operations. - Maintain & Update SOPs: Keep standard operating procedures up to date and ensure all agents are aligned on processes (ticket handling, token deactivation, payment flows, etc.). Required Profile Hard Skills & Experience: - Proven experience in a customer support or care team lead role (B2B SaaS environment preferred) - Hands-on experience with Zendesk is required - Improvements in AI - Knowledge of HubSpot and/or Zoho is a plus - Ability to read and interpret support KPIs and dashboards - Experience managing a multi-agent team in a…