Team Lead, Care Portability

Kolecto

. Anticipate workflow volumes and manage capacity planning for the BPO partner .

Posted 9/30/2026full-timeParis • FranceSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing BPO partnerships, ensuring quality performance, and leading teams in a customer support environment. Proficient in utilizing tools like Intercom, Zendesk, and JIRA while possessing strong financial knowledge relevant to entrepreneurs and small businesses.

Highest-signal resume keywords

Proficiency With IntercomProficiency With ZendeskJIRA ExperienceTeam Leadership ExperienceFluent In French

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity PlanningPerformance MonitoringQuality AssuranceFreelancer OnboardingAutomation Solutions ImplementationFinancial KnowledgePerformance Dashboard AnalysisSLA TrackingWorkflow AuditingProcess Model Definition

Soft Skills

Coaching AbilityConstructive FeedbackCalm Under PressureResilienceTeam Engagement

Certifications & Qualifications

Criminal Record ExtractValid Residence Permit

Industry Keywords

BPO ManagementCustomer SupportFintechB2B SaaSEntrepreneurial Financial Challenges

Tech Stack

Tools & technologies

Flux

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proficiency with Intercom or Zendesk and JIRA (essential)
Comfortable working with numbers and performance dashboards
Knowledge of the financial challenges faced by entrepreneurs and small businesses: cash flow, invoicing, VAT, and accounting tools
Excellent spoken and written French
Fluent English
At least 5 years of experience in customer support
1–2 years of experience as a Team Lead or in people management
Experience in Fintech or B2B SaaS preferred
Ability to coach, support, and develop team members
Ability to provide constructive feedback
Ability to remain calm under pressure and support change
Resilience and ability to handle critical situations with composure
Successful candidates will be required to provide a criminal record extract (Bulletin No. 3)
Valid residence permit, where applicable
Professional integrity check

Benefits

Comp & perks

Alan Blue health insurance (mid-level plan), 70% covered for you and your dependents (spouse/partner and children)
Swile meal vouchers worth €11.52 per day, 60% covered
Flexible remote working, up to 3 days per week
€150 annual allowance to equip and set up your workspace
Unlimited organic coffee and fresh fruit delivered every week
Support before and after parental leave
Annual family-focused event
Two seminars per year, inspiring talks, and after-work events
Hybrid working environment
Commitment to workplace equality