Customer Care Operations Lead

Customer Care Operations Lead

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Customer Care Operations Lead in San Diego, CA. Location: San Diego, CA (Hybrid - 4 days onsite, 1 day remote)

Position Overview: Our client is seeking a Customer Care Operations Lead to support a growing consumer services division. Reporting to senior leadership within Customer Operations, this individual will serve as the primary Customer Care subject matter expert for a key business line. This role is ideal for someone who is passionate about delivering exceptional customer experiences while driving operational excellence. The Customer Care Operations Lead will partner with cross-functional teams to identify process improvements, enhance customer satisfaction, streamline workflows, and support strategic initiatives across the organization.

Key Responsibilities:

• Serve as the primary Customer Care Subject Matter Expert (SME) and point of contact for all customer support-related matters within the assigned business unit.
• Represent the Customer Care organization in cross-functional meetings and initiatives, ensuring alignment, accountability, and clear communication among stakeholders.
• Partner closely with Product, Project Management, and other business teams to identify customer feedback trends and recommend enhancements to the customer and user experience.
• Monitor customer interactions across phone, email, and chat channels, identifying trends and opportunities for process optimization.
• Conduct audits, investigations, and analysis of customer support processes to identify inefficiencies and recommend improvements.
• Lead and contribute to special projects focused on operational effectiveness, customer experience enhancements, and service delivery improvements.
• Develop and maintain customer-facing knowledge base content, FAQs, and support documentation.
• Assist in creating, updating, and standardizing policies, procedures, SOPs, training materials, and operational reference guides.
• Document findings from audits and investigations and escalate recommendations that support operational excellence.
• Collaborate with training teams to develop and refine training content and knowledge transfer materials.
• Coordinate calibration sessions with internal and external support partners to ensure consistent service quality.
• Identify customer interaction examples and call recordings that can be leveraged for coaching and training initiatives.
• Support Tier 2 and Tier 3 customer inquiries as needed while maintaining established performance metrics.
• Participate in customer-facing support activities, including phone and email support, based on business needs.

Qualifications:

• High school diploma or equivalent required; some college coursework preferred.
• 3-5 years of experience in customer service, customer operations, hospitality, project coordination, or a related field.
• Demonstrated ability to manage multiple priorities and projects in a fast-paced environment.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to quickly learn new systems, tools, and technologies.
• Experience working cross-functionally and building relationships across departments.
• Self-starter with a proactive mindset and willingness to take ownership of initiatives from start to finish.
• Proficiency with CRM platforms and customer support systems.
• Experience with Google Workspace or similar productivity tools is preferred.
• Ability to balance customer satisfaction with business objectives and operational integrity.
• Strong attendance, reliability, and professionalism.
• Experience within identity protection, fraud prevention, consumer security, or related industries is a plus.

Preferred Traits:

• Customer-first mindset
• Process improvement orientation
• Strong collaboration and stakeholder management skills
• Ability to influence without direct authority
• Comfortable working in a dynamic, evolving environment
• Natural problem solver who enjoys improving processes and customer experiences