Customer Care - Team Leader

About Rise Up A pioneer in Blended Learning, Rise Up was founded in 2014 and is a Learning Management & Experience Platform (LMS / LXP). With offices in Paris, London and Lisbon , our team brings together 120 talents across these three locations. At Rise Up, we believe the future is built today. By combining deep expertise in software technology and learning, we help our clients and their teams stay up to skill in an ever-changing environment. Active in 73 countries and supporting a community of 5 million learners , we are shaping the future of professional learning across Europe. Powered by technology, designed for people and focused on performance, our solution enables organizational transformation through engaging, personalized learning experiences that blend digital and in-person training. Why join Rise Up? 🚀 A fast-growing environment From day one, you’ll be joining an ambitious, innovation-driven company on a strong growth trajectory. 🗺️ A truly international & multicultural team You’ll work in a diverse, global environment that values different perspectives and backgrounds. 🎯 A structured onboarding journey We provide a clear and supportive onboarding experience to set you up for success. 💡 Meaningful impact You’ll help transform the way millions of people develop professionally, while continuously growing your own skills in a collaborative and caring environment. The Care Team Leader ensures the day-to-day efficiency and quality of Rise Up’s Customer Care operations. Reporting to the Head of Success , the role combines hands-on customer support with operational team leadership , contributing directly to customer satisfaction and service performance. The Care Team Leader acts as a key operational interface between customers, the Care team, and internal stakeholders, ensuring tickets are handled efficiently, priorities are well managed, and processes are continuously improved. KEY RESPONSIBILITIES Customer Support & Operational Contribution Handle customer support requests on a regular basis, in line with Care team responsibilities. Manage ticket prioritization to ensure timely responses and SLA compliance. Perform accurate ticket analysis and qualification before escalation. Act as an escalation point for complex or blocked support cases. Follow up on incident resolution, testing, and customer communication. Team Leadership & Daily Operations Manage the Care team on a day-to-day basis, including workload distribution and priorities. Coach and support team members through regular feedback and 1:1s. Support onboarding and ramp-up of new Care team members. Contribute to hiring decisions and team growth when needed. Foster accountability, autonomy, and continuous improvement within the team. Maintain a positive, collaborative, and results-oriented team environment. Performance Monitoring & Reporting Track and monitor key operational KPIs (SLA, backlog, resolution time, CSAT). Identify operational risks and areas for improvement. Share regular performance insights with the Head of Success. Contribute to operational decision-making through data-driven analysis. Ensure Care performance aligns with broader Success objectives. Provide recommendations to the Head of Success to improve customer experience and efficiency. Cross-Functional Collaboration Work closely with the Run/Tech teams on incident and bug follow-up. Share structured customer feedback with the Product team. Coordinate with Customer Success to ensure customer context and alignment. Care Strategy & Continuous Improvement Support the Head of Success in defining and driving the Care strategy in alignment with Success team objectives (customer satisfaction, retention, adoption). Translate Success goals into operational priorities for the Care team. Continuously assess and improve Care processes, workflows, and tools. Define escalation, prioritization, and communication standards. Contribute to the evolution of the Care operating model as the company scales. Skills Operational & Technical Fluent in English & French (C1 minimum required) Solid understanding of customer support operations in a SaaS environment. Strong ticket analysis and troubleshooting capabilities. Ability to interpret operational data and KPIs. Familiarity with ticketing tools and documentation systems. Basic technical knowledge Interpersonal Strong sense of priorities and organization. Clear, structured communication. Problem-solving mindset. Ability to balance operational responsibilities with customer interaction. Team-oriented and hands-on leadership style. Experience Experience in customer support within a SaaS environment. Experience leading support teams Demonstrated ability to manage customer relationships and operational follow-up. Comfortable working cross-functionally with Product, Tech, and Customer Success teams. EXPECTATIONS ON THE ROLE (KEY INDICATORS) SLA compliance Ticket resolution time Backlog management Customer satisfaction (CSAT)