Customer Care Team Lead

About the role

As a Customer Support Team Lead at Preply, you will drive agent performance by setting clear goals, monitoring quality and efficiency, providing actionable feedback, and identifying growth opportunities. You will lead a multicultural team of around 16 Customer Care agents, fostering a safe and inclusive environment.

Key responsibilities

• Encourage, provide and support your team in achieving their goals.
• Create a safe working environment supporting diversity of backgrounds and opinions.
• Analyze, plan and troubleshoot work activities.
• Nurture multicultural talent and lead by understanding your people.
• Collaborate with your team to find solutions for tutors and students, generate new ideas and embrace change.
• Ensure continuous reporting of performance, adherence and attendance.
• Improve key Customer Support metrics such as Contacts per Hour, Average Handling Time, First Response Time, Customer Happiness, Service Quality, and First Contact Resolution.
• Manage projects within the Customer Support team.

Required profile

• Ability to support, develop and grow team members on an individual level.
• Ability to make independent decisions and set priorities.
• Be a change ambassador handling operational challenges of a fast‑scaling company.
• Strong networking and influencing skills.
• Excellent teamwork abilities.
• Capacity to make data‑driven decisions; Excel proficiency is a plus.
• Experience leading an internal or outsourced team of approximately 16 Customer Care agents.

Required skills

• Excel

What we offer

• An open, collaborative, dynamic and diverse culture.
• A generous monthly allowance for lessons on Preply.com, plus a Learning & Development budget and time off for self‑development.
• A competitive financial package with equity, leave allowance and health insurance.
• Access to free mental health support platforms.
• The opportunity to unlock the potential of learners and tutors across 175+ countries.