Client Care Team Lead

About the Role
DingoBlu Client Care Team Lead is a hands-on operational leader responsible for supporting the day-to-day execution, development, reporting, escalation management, and overall performance (SLAs, KPIs, etc.) of the Client Care Specialist I team. You will serve as a key partner to the Client Care Manager and the Director of Operations. In this position, you will provide process and procedure creation, agent coaching and development, report creation as well as other duties needed for a growing new business. You will also assist in supporting our escalation team (Client Specialist II) with Operational functions set forth by Operations leadership. As an early member of the DingoBlu leadership team, this role requires an individual who is highly adaptable, resourceful, and comfortable operating in a startup environment where responsibilities may evolve quickly. The Team Lead will be expected to contribute throughout the entire Client Care operation, including staffing, training, quality assessments, reporting, workforce coordination, escalations, process development, performance management, knowledge management, and overall client experience.

What You'll Own

Team Leadership & Daily Operations

• Provide daily support and direction to Client Care employees.
• Serve as a visible, approachable, and engaged team member within the Client Care operation.
• Assist in conducting daily huddles, team meetings, and operational communications.
• Monitor daily performance, service levels, queues, client contacts, and operational issues and escalate to leadership in a timely fashion.
• Assist with real-time management of staffing, coverage, contact channels, queue backlogs, and other important client service indicators.
• Monitor adherence to schedules, attendance, productivity, and overall team performance.
• Assist with escalated client interactions and complex account issues.
• Serve as an escalation point for Specialist I
• Step into the queue and assist with client contacts when business conditions require.
• Ensure established Client Care procedures, policies, scripts, and workflows are followed.
• Identify gaps in processes, as well as client impacts, and recommend solutions to the Client Care Manager.

Training & New-Hire Development

• Assist the Client Care Manager with the development and delivery of new-hire training.
• Support onboarding new Client Care Specialists.
• Facilitate classroom, system, process, and hands-on training as needed.
• Conduct nesting and side-by-side coaching for new employees, products, enhancements, etc.
• Assist in developing training materials, exercises, job aids, help centers, and knowledge articles.
• Identify and track recurring knowledge gaps and recommend updates to processes, additional training, or other enhancements.
• Support ongoing refresher and cross-training programs.

Coaching & Performance Management

• Assist in conducting regular one-on-one meetings and performance coaching sessions.
• Monitor and report leadership of individual and team performance against established KPIs.
• Coach employees regarding DingoBlu client experience expectations, productivity, quality, compliance, and operational performance.
• Develop and document performance improvement plans when necessary.
• Recognize and reinforce positive employee performance.
• Partner with the Client Care Manager on disciplinary actions and corrective action.
• Assist with annual and year-end performance reviews.
• Maintain accurate documentation of coaching and performance discussions.
• Identify high-potential employees and support their development into future leadership roles.

Key Performance Indicators May Include (but are not limited to):

• Average Handle Time (AHT)
• Average Hold Time
• After Call Work (ACW)

• Client Satisfaction (CSAT)
• Quality Assurance (QA)
• First Contact Resolution (FCR)
• Schedule Adherence
• Attendance
• Productivity

Quality Assurance & Client Experience

• Partner with Quality Assurance and Training functions to maintain high service standards.
• Review client interactions (calls, chat transcripts, etc.) and identify coaching opportunities and training enhancements.
• Ensure specialists consistently follow authentication, security, compliance, and client service procedures.
• Monitor and report on client complaint and escalation trends.
• Identify recurring client pain points and recommend process improvements.
• Reinforce DingoBlu's client experience standards.
• Participate in calibration sessions and quality reviews.
• Assist in maintaining consistent service delivery across Specialist I and Specialist II teams.

Reporting & Analytics

• Assist the Client Care Manager with daily, weekly, and monthly operational reporting.
• Review team performance dashboards and identify trends.
• Analyze KPI performance and determine root causes of performance gaps.
• Partner with Workforce Management as needed.
• Provide recommendations based on operational data rather than assumptions.
• Help establish and maintain reporting standards for the Client Care organization.

Workforce & Scheduling Support

• Support schedule development and shift coverage.
• Assist with managing schedule changes, callouts, vacations, and unexpected staffing gaps.
• Help identify coverage requirements based on contact volume and business needs.
• Maintain flexibility by working different shifts as the business requires.

Systems & Process Support

• Serve as a working subject matter resource for Client Care systems, training and tools.
• Support proper use of systems, ticket forms, fields, tags, macros, triggers, routing, reporting, and knowledge resources.
• Identify system or workflow issues impacting the client or specialist experience.
• Assist with testing new functionality and system enhancements.
• Help develop and maintain Client Care processes and procedures.
• Participate in implementation and rollout of new products/features and/or technologies.

Knowledge Base & Documentation

• Assist with building and maintaining the DingoBlu Client Care Knowledge Base.
• Review procedures and knowledge articles for accuracy and usability.
• Recommend new Knowledge Base articles and updates.
• Assist in developing SOPs, job aids, scripts, FAQs, and escalation procedures.
• Ensure frontline employees have current and accurate information.

Escalations & Complex Client Issues

• Handle escalated client interactions requiring additional leadership support.
• Assist Specialist II employees when needed, with complex client situations.
• Partner with Fraud, Deposits Operations, Compliance, Risk, Product, and other internal teams when escalation is required.
• Ensure escalations are properly documented and tracked.
• Help establish and refine escalation procedures as DingoBlu grows.

Operational Development

• Assist the Client Care Manager in building out documentation and required systems in preparation for product launch.
• Participate in new products, features, and process launches.
• Participate in projects related to Client Care technology and infrastructure.
• Help test new systems and processes before implementation.
• Assist with vendor and partner interactions when required.
• Identify opportunities to improve efficiency, client experience, and employee experience.
• Take ownership of problems and help develop practical solutions.
• Perform other duties and responsibilities as assigned by the Client Care Manager or leadership team.

What We're Looking For

Required Qualifications

• 4+ years of client service, contact center, banking, fintech, financial services, or related experience. 

• 1+ years of supervisory, team lead, or leadership experience preferred.
• Experience in coaching and developing client service employees.
• Experience working with contact center KPIs.
• Strong written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to analyze performance data and identify trends.
• Strong organizational and time-management skills.
• Ability to handle confidential client and company information.
• Ability to work independently while collaborating effectively with leadership and cross-functional teams.
• Strong computer and systems aptitude.
• Experience with CRM, ticketing, telephony, workforce management, or similar platforms preferred.
• Experience with Zendesk is a PLUS!

Preferred Experience

• Banking or fintech operations
• Client authentication procedures
• Debit cards and card servicing
• Checking and savings products
• Deposits operations
• Fraud and risk processes
• Zendesk or similar CRM/ticketing platforms
• Genesys or similar contact-center technology
• Workforce Management
• Quality Assurance
• Knowledge Management
• Regulatory or compliance-sensitive client interactions
• Building or scaling a startup operation
• Process and training creation

Skills & Competencies

• Hands-on leadership skills, including daily team oversight, huddles, queue management, schedule adherence, coaching, performance documentation, and leadership coverage.
• Strong understanding of contact center performance metrics, including AHT, hold time, ACW, CSAT, QA, FCR, productivity, attendance, service levels, and operational reporting.
• Ability to support new-hire onboarding, nesting, side-by-side coaching, calibration, quality reviews, refresher training, and development of effective job aids.
• Strong systems aptitude, including experience with CRM and ticketing platforms, telephony, routing, macros, triggers, workforce management, scheduling, testing, and system enhancements.
• Working knowledge of client authentication, debit-card servicing, checking and savings products, deposit operations, fraud, risk, and compliance-sensitive client interactions.
• Strong process and knowledge-management skills, including development of SOPs, knowledge articles, scripts, FAQs, escalation procedures, launch-readiness materials, and continuous-improvement solutions.

Success in This Role
Within the first 90–180 days, the successful Client Care Team Lead should be able to:

• Effectively lead Client Specialist I employees.
• Independently manage day-to-day Client Care operations.
• Conduct effective coaching and performance conversations.
• Understand and communicate client Care KPIs.
• Assist with training and onboarding new and existing employees and contractors.
• Handle escalated client situations confidently and in a timely manner.
• Maintain strong operational discipline and accountability.
• Become a reliable subject-matter resource for Client Care processes and systems.
• Identify opportunities to improve the operation before being asked.
• Serve as a trusted extension of the Client Care Manager.
  Shifts may vary between 8:00 AM and 10:00 PM. Schedule flexibility is required, including evenings, weekends, and holidays based on business and client support needs.