Customer Care Team Lead at doola

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, SaaSIndustries

Requirements

3+ years of experience in a customer support or success leadership role
Demonstrated ability to coach, develop, and motivate teams
Experience handling escalated customer issues with professionalism and sound judgment
Strong QA and process improvement background
Proven ability to manage competing priorities and tight deadlines
Exceptional communication, organizational, and problem-solving skills
Data-driven mindset with a focus on team performance and customer satisfaction
Comfortable working in a fast-paced, high-growth environment

Responsibilities

Lead, manage, and coach a team of Customer Care Agents and Account Managers to meet KPIs and deliver exceptional service
Conduct regular 1:1s, performance reviews, and coaching sessions to support individual and team development
Handle high-priority and sensitive customer escalations with professionalism and urgency
Oversee and continuously improve QA processes, including reviews, calibration sessions, and reporting
Monitor and report on team performance metrics, identifying trends and areas for improvement
Manage multiple projects and deliverables with tight deadlines and shifting priorities
Develop and maintain internal documentation, training resources, and playbooks

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer EscalationsQA ProcessesProcess ImprovementPerformance ReviewsCoachingKPI ManagementCustomer SatisfactionData AnalysisCommunication

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position.

What is the salary for the Customer Care Team Lead role?

This information is not specified in the job description.

What skills and experience are required for this role?

The role requires 3+ years in customer support or success leadership, ability to coach and motivate teams, experience with escalations, strong QA and process improvement background, and exceptional communication, organizational, and problem-solving skills.

What is the company culture like at doola?

Doola values establishing team values and non-values to drive their mission, and prioritizes transparency and straightforward communication.

What makes a strong candidate for this Customer Care Team Lead position?

A strong candidate has 3+ years in customer support leadership, proven coaching and team motivation skills, escalation handling experience, QA/process improvement expertise, and thrives in fast-paced environments; bonus for fintech/SaaS background and CRM familiarity.

doola

Assists global entrepreneurs with U.S. business formation

About doola

Doola helps international entrepreneurs set up and manage their businesses in the United States. They provide services that simplify the process of incorporating a business, accessing U.S. payment systems, and ensuring compliance with legal requirements. Doola assists clients by obtaining necessary documents like the Employer Identification Number (EIN) and guiding them through state regulations. Unlike many competitors, Doola offers a free 10-minute consultation to attract clients and has a custom dashboard for easy access to important documents. Their goal is to make it easier for global entrepreneurs to navigate the complexities of starting a business in the U.S. and to support them as they grow.

New York City, New YorkHeadquarters

2020Year Founded

$11.7MTotal Funding

EARLY_VCCompany Stage

Consulting, Enterprise Software, LegalIndustries

51-200Employees

Benefits

Health Insurance

401(k) Retirement Plan

Risks

Increased competition from fintech companies may erode doola's market share.

Reliance on international markets exposes doola to geopolitical risks and currency fluctuations.

Regulatory challenges in different jurisdictions may delay doola Money's rollout.

Differentiation

Doola offers a 'Business-in-a-Box' solution for global entrepreneurs entering the U.S. market.

Their fintech product, doola Money, enables international money transfers without a U.S. SSN.

Doola's partnership with Syndicateprotocol aids DAOs in becoming legal entities in the U.S.

Upsides

Doola's $8M funding round supports expansion of its fintech suite and service offerings.

Strategic investment from HubSpot Ventures boosts credibility and global market reach.

Growing demand for digital banking solutions enhances doola's market potential.

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