Customer Care Lead – Business Operations at Platacard

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 Team: a strong, collaborative community. • Celebrating Achievements: recognizing our wins together. • High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.