Customer Care Team Leader

Job Title: Customer Care Team Leader We are looking for a Customer Care Team Leader to oversee BNPL customer care operations, manage team performance, and ensure efficient service delivery. Key Responsibilities: • Oversee daily BNPL customer care operations and ensure smooth workflow. • Monitor team performance, KPIs, and service level agreements (SLAs). • Lead, coach, and support customer care team members to achieve operational targets. • Monitor service quality and identify areas for improvement. • Handle customer escalations and resolve operational issues. • Ensure effective utilization of CRM systems. • Prepare performance reports and provide regular updates to management. • Ensure compliance with company policies and procedures. Requirements: • Diploma or Bachelor’s degree. • Minimum 4 years of experience in customer care or customer service. • At least 2 years of experience in a supervisory or team leadership role. • BNPL experience is required. • Strong leadership, communication, and problem-solving skills • Experience in contact center operations, CRM systems, and performance monitoring. • Ability to manage teams and maintain service quality in a fast-paced environment. • Saudi nationality is mandatory.