Kolecto

Team Lead

• Anticipate workflow volumes and manage capacity planning for the BPO partner
• Ensure BPO quality and performance
• Lead and manage weekly and monthly meetings with the BPO
• Serve as the primary point of contact for the service provider
• Ensure ongoing training and alignment of external agents with internal standards
• Build, retain, and activate a pool of freelancers to absorb activity peaks
• Monitor the quality of freelancers’ work
• Manage freelancer onboarding, tool access, and invoice tracking
• Lead and engage the freelancer community
• Provide day-to-day management for the team dedicated to portability
• Track SLAs and streamline communication with the Product and Legal departments
• Audit portability workflows to identify time-consuming manual tasks
• Propose and implement automation solutions with the Tech/Product teams
• Define and implement the target staffing and process model

Team Lead, Care Portability

Customer Support

• Directly manage Customer Support Specialists
• Lead daily rituals, daily meetings, and individual KRs
• Maintain team motivation and conduct 1:1 meetings
• Monitor performance and support career development
• Ensure real-time allocation of Intercom and phone queues
• Manage SLAs, including response time, resolution time, and ticket volume
• Analyze CSAT/DSAT customer feedback and de-escalate critical cases
• Respond directly to the most complex tickets
• Participate in recruitment and ensure effective onboarding for new hires
• Collaborate with the Quality Manager and Knowledge Manager to implement the quality framework
• Enrich the single source of truth in Notion
• Identify recurring contact reasons and customer pain points
• Escalate friction points to the Customer Care Operations Manager
• Contribute to improving the AI bot, team training, and workflow optimization
• Work with the Quality Manager and Care Operations Manager to escalate operational friction points

Customer Care Team Lead

Product Manager

• Lead the evolution of Kolecto’s payment rail, a strategic, technical, and cross-functional area
• Own collaborator management, including roles, permissions, onboarding, multi-profile consistency, and compliance
• Frame complex problems and structure needs
• Formulate hypotheses and define MVPs
• Prioritize initiatives based on their value and impact
• Collaborate daily in a triforce with Product Management, Design, and Tech teams
• Work on business logic, workflows, scalability, and reliability
• Contribute to operational excellence through documentation, KPI tracking, and clear communication with stakeholders
• Participate in role-related interviews, case studies, and discussions with teams as part of the recruitment process