Customer Care Operations Lead

• Lead the Customer Care team day to day
• Coordinate with supervisors and agents and balance workload and coverage across time zones
• Serve as the first point of contact for operational questions
• Co-own monthly performance reviews and coach agents based on performance data
• Run onboarding and training for new team members
• Review and score conversations against quality standards
• Identify quality patterns and improve AI-assisted answers
• Maintain internal guidance and help-center content
• Handle complex complaints, claims disputes, and sensitive member situations
• Work with insurers, compliance, and the tech team to resolve escalations
• Track and report response times, resolution, satisfaction, and backlog
• Document processes, identify automation opportunities, and lead new support-channel projects
• Report directly to the Head of Customer Care and make operational decisions in their absence

• Ideally available to start by 1 December 2026
• 3+ years in customer support or customer operations, including at least 1 year leading, coordinating, or coaching a team
• Hands-on experience with quality assurance, performance reviews, or support metrics
• Process-building experience
• Ability to remain calm under pressure and manage multiple urgent situations
• Comfortable working with AI-assisted support and help-center content
• Excellent written English
• Portuguese or other languages are a plus
• Bonus: experience in insurance, healthcare, travel, or another regulated industry
• Detail-oriented, with the ability to work accurately in a regulated industry

• Real ownership and direct access to the Head of Customer Care
• Meaningful work helping members abroad with health insurance needs
• Room to grow as the team and channels expand
• Work from anywhere
• Freedom to work when and where you perform best
• Fully remote team, mostly in Europe and Southeast Asia