About the Role

We are looking for a Customer Care & Control Room Lead to lead our customer care and control room operations, ensuring responsive customer support and effective management of critical and time-sensitive situations.

The role is responsible for managing customer inquiries, service requests, complaints, escalations, and retention, while overseeing the Control Room's response to stolen vehicle recovery, emergencies, and critical operational incidents.

This is a hands-on leadership role for someone who can build team discipline, strengthen service standards, manage escalations, and drive performance in a fast-paced operational environment.

Key Responsibilities

Customer Care Operations

• Lead day-to-day customer care operations across inquiries, service requests, complaints, and customer support.

• Ensure timely, accurate, and consistent responses across customer communication channels.

• Establish and maintain customer service standards, processes, and escalation procedures.

• Monitor service responsiveness and identify opportunities to improve customer experience.

• Drive customer retention through effective service recovery and proactive issue resolution.

Control Room & SVR Operations

• Lead Control Room operations and ensure effective response to stolen vehicle recovery cases, emergencies, and critical operational incidents.

• Establish clear procedures for incident handling, escalation, communication, and operational recovery.

• Ensure timely coordination and follow-up throughout each case until resolution.

• Monitor critical cases proactively and ensure appropriate escalation when required.

• Maintain operational readiness and discipline across Control Room activities.

Performance & Operational Management

• Establish clear KPIs, performance standards, and accountability across Customer Care and Control Room teams.

• Monitor response times, case resolution, customer satisfaction, retention, escalation handling, and SVR performance.

• Conduct regular performance reviews and identify corrective actions and improvement opportunities.

• Use operational data and customer feedback to improve processes and team performance.

People Leadership

• Lead, coach, and develop Customer Care and Control Room team members.

• Establish clear expectations around productivity, responsiveness, quality, and customer handling.

• Build a culture of ownership, accountability, urgency, and customer focus.

• Ensure appropriate staffing, workload management, and coverage to support operational requirements.

Cross-functional Collaboration

• Work closely with Business & Customer Operations, Scheduling, Technical Operations, and other teams to resolve customer and operational issues.

• Ensure effective handoffs and escalation between Customer Care, Control Room, and other operational functions.

• Identify recurring issues and work cross-functionally to address root causes and prevent repeat incidents.

What We're Looking For

Required

• Proven experience managing customer care, customer service, contact center, control room, or similar frontline operations.

• Experience leading teams in a fast-paced, high-volume operational environment.

• Strong people management and performance management skills.

• Strong customer handling, complaint resolution, and escalation management capabilities.

• Strong problem-solving and decision-making skills, particularly under time pressure.

• Demonstrated ability to establish processes, service standards, KPIs, and operational discipline.

• Strong communication and stakeholder management skills.

• Comfortable working hands-on and taking ownership of operational issues through to resolution.

Preferred Experience

• Experience in subscription-based, recurring-service, mobility, automotive, logistics, security, or similar service businesses.

• Experience managing control room, emergency response, recovery, or other time-critical operations.

• Experience with customer retention and service recovery.

• Experience managing teams operating across shifts or requiring extended operational coverage.

• Experience working with operational monitoring, case management, CRM, or similar systems.

• Experience improving customer service processes and team performance in a growing organization.