Customer Care Team Lead

Job ID: r20484

What You'll Do:

You will lead and inspire a team of Customer Care Specialists by developing and supporting them, modeling effective use of AI, data, and automation to improve quality, speed, and consistency. You will manage daily workflow and KPIs, oversee team meetings and 1‑1s, coach specialists across key topics, guide hiring and onboarding, drive a data‑driven culture, and partner with cross‑functional teams to implement process improvements. Additionally, you will act as the main liaison between Customer Care and the wider business, ensuring operational alignment and contributing to global initiatives.

• Manage the daily workflow and ensure KPIs are being met – making sure company SLAs, quality, tone of voice, and key metrics are achieved across the Customer Care organization, using AI powered triage, prioritization and insights so specialists can focus on the highest value client interactions.
• Lead team meetings and weekly 11s with all members, providing support and feedback on open cases as needed, and guiding wider discussions on skill and career development – including upskilling the team on Criteo’s advertising platform.
• Coach specialists on excellent client experience across technical, creative, financial and campaign setup topics, ensuring a consistent approach to troubleshooting and client education.
• Utilize quality assessments of your team members’ solved cases, providing helpful feedback on how to improve further where applicable, boost accuracy and reduce handle time.
• Hire talent – lead the Customer Care Specialist hiring process, looking for profiles that combine strong client focus with data literacy and openness to working with AI and new tools.
• Take a leading role in the onboarding and training of new team members, covering company products, how to use our tools, issue troubleshooting and resolution best practices, while ensuring that each specialist is ramped up quickly and confidently manages both email and live chat.
• Foster a data driven mindset, using reports/dashboards to analyse metrics such as reply time, resolution time, CSAT and contact drivers, and translate insights into clear actions to improve individual and team performance.
• Identify opportunities for process automation and optimization, partnering with Product, Operations, Enablement teams to design, test and implement changes that enhance the customer experience, increase first contact resolution, and help the team work smarter and at scale.
• Act as the key interface between the Customer Care team and the wider business; communicate on a regular basis with internal stakeholders, participate in global and cross department projects, and represent in hub needs in roadmap to make sure all processes and the team are aligned.
• Position requires to work in both AMER and EMEA shift hours as per requirement.

This position is based in Gurugram, India

Shift Time : 6:30 PM - 3:30 AM (Shift allowance)

Who You Are:

• 5+ Years of Proven successful experience in leading a Customer Care Team within a fast-growing environment.
• Experience in the digital sector is a bonus.
• Language skills: Fluent in English.
• Strong analytical skills and data-driven mentality. In-depth knowledge of performance metrics, with the ability to interpret insights from dashboards (Salesforce/Intercom) and AI agents/analytics tools and turn them into concrete operational improvements.
• Curious and pragmatic about AI – you are comfortable experimenting with new tools, setting guardrails, and balancing automation with the human touch to drive both customer satisfaction and team productivity.
• Creative problem solving and critical thinking skills with a bias towards action. High agility to adapt to changes in a fast-paced environment while finding creative fixes with an attitude of “doing things right”.
• Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals. Extremely proactive. A strong desire to succeed and demonstrated self-starter who thrives in a team environment.
• Exceptional communication, leadership and organizational skills with a flexible mindset. Able to communicate effectively, provide constructive feedback, mentorship and coaching – including guiding change management.
• Strong self awareness and openness for feedback and coaching.
• Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking about the whole team.
• Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals, translating strategy into clear OKRs and expectations for Customer Care Specialists.
• Strong knowledge of MS Office applications (Word, Excel, Outlook, PowerPoint) essential; experience with CRM (Salesforce – email /Intercom – live chat), and AI assisted customer support tools is a strong plus.

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!​

Who We Are:

We’re Criteo, the Commerce Intelligence Platform. Criteo helps businesses turn shopper signals into commerce outcomes while delivering more relevant experiences for shoppers. We use proprietary commerce intelligence and AI decisioning to drive relevance for shoppers and performance for businesses.

At Criteo, our culture is as unique as it is diverse. From our offices across the globe or from the comfort of home, our 3,600 Criteos collaborate together to build an open, impactful, and forward-thinking environment.

We foster a workplace where everyone is valued, and employment decisions are based solely on skills, qualifications, and business needs—never on non-job-related factors or legally protected characteristics.

What We Offer: