Team Leader, Customer Care

Nopillo

Team Leader managing Customer Care team delivering exceptional support in finance. Leading performance in a dynamic and customer-centric environment.

Posted 8/3/2026full-timeParis • 🇫🇷 FranceSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Care teams, managing complex customer relations, and optimizing service processes. Proficient in utilizing ticketing systems and HubSpot to enhance customer support efficiency and satisfaction.

Highest-signal resume keywords

Customer Care Team LeadershipB2C Customer Relations ManagementHubSpot ProficiencyTicketing Systems ExperienceKPI Monitoring and Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ManagementProcess ImplementationKPI MonitoringProblem IdentificationSolution Deployment

Soft Skills

Skills DevelopmentAutonomyInterdepartmental Representation

Tools & Technologies

HubSpotZendeskSalesforceIntercomFreshdeskFront

Industry Keywords

B2CCustomer RelationsService ContinuityOmnichannel SupportComplex Topics Handling

About the role

Key responsibilities & impact

Lead a Customer Care team (handling Tier 1 and Tier 2 tickets) in a demanding environment
Support advisors in their day-to-day skills development
Ensure excellence in every interaction (chat, email, omnichannel)
Plan and allocate resources to guarantee flawless service continuity
Monitor and drive key KPIs (SLA, quality, productivity, satisfaction)
Run end-to-end projects to identify problems and deploy solutions
Represent the Care team to other departments (Product, Sales, Ops)

Requirements

What you’ll need

At least 6 years' experience in customer relations in a permanent (full-time) role
Strong experience in B2C (B2B experience also acceptable)
Managed a Customer Support / Care team in B2C (minimum 2 years in a managerial role)
Experience handling complex topics (accounting, tax, legal, healthcare, finance…)
Proficient in HubSpot *(must-have)*: creating sequences, workflows, managing the ticketing tool, building dashboards
Proficient with 2–3 ticketing systems (e.g., Zendesk, Salesforce, Intercom, HubSpot, Freshdesk, Front…)
Highly autonomous in implementing processes: structuring, documentation, optimization
Strong interest in AI (Claude, ChatGPT…)

Benefits

Comp & perks

Remote work: Full remote, with in-person meetups at our Paris offices (at least twice a year, up to once a month depending on needs).