• Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company • Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member • Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics • Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement • Document SOPs for new and existing processes • Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations • Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage • Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives • Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling • Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy • Assist the department director with additional tasks and responsibilities, delegated on as-needed basis