Cartrack is a global smart mobility and vehicle telematics SaaS company with nearly 2 million active subscribers across 23 countries. We are seeking an experienced Customer Care Team Lead to oversee daily customer service operations while leading and developing a team to deliver high-quality B2B customer support.

Key Responsibilities

• Lead, coach, and supervise a team of Customer Care Agents to ensure service standards and KPIs are consistently achieved.

• Monitor daily operations and ensure incoming call service levels are maintained.

• Act as the main escalation point for complex B2B customer enquiries and complaints, ensuring timely follow-up and resolution.

• Review service quality and conduct monthly coaching sessions based on QA results to improve performance.

• Ensure professionalism and compliance with company policies, including enforcing disciplinary procedures when necessary.

• Work closely with internal teams such as Technical, Finance, Debtors, and Operations to resolve customer issues efficiently.

• Prepare basic performance updates and identify opportunities for service improvement.

Requirements

• Bachelor’s degree from any field

• Minimum 3 years of experience in leading a Customer Service / Customer Care team.

• Proven experience handling B2B customers is mandatory.

• Experience in the SaaS, automotive, telematics, or related industry is an advantage.

• Strong leadership, communication, and problem-solving skills.

• Proficient in English, both written and verbal.