🛠 Tech Stack

💼 About This Role

You'll lead a team of CareDriver Support Team Leads to ensure safe and smooth rides. Your core impact is driving department SLAs, KPIs, and CSAT through coaching and operational improvements. This role stands out with the opportunity to proactively use AI to optimize procedures.

🎯 What You'll Do

• Conduct weekly 1:1s with Team Leads, managing to metrics.
• Track quality assurance and benchmark performance.
• Be a point of escalation for escalated interactions.
• Monitor queue volume and coach on workforce management.

📋 Requirements

• 3-5 years in a team lead or manager role.
• Proven management experience with offshore teams.
• Intermediate Excel skills for performance management.
• Ability to use data to influence decision making.

✨ Nice to Have

• Experience with QA tracking and benchmarking.
• Background in customer support operations.
• Familiarity with AI-driven process optimization.

🎁 Benefits & Perks

• 📈 Equity ownership in the company.
• 🏖️ Flexible vacation policy.
• 🩺 Medical, dental, vision insurance.
• 💰 401(k) and FSA.
• 🚀 VC-backed company with growth potential.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min