Company: Trafilea
Location: Remote (Philippines-based applicants preferred)
Job Type: Full-time | Remote
Team: Customer Care – Focus on Subscription & Loyalty
🧠 About the Role
As Customer Care Team Leader, you’ll lead and inspire a remote support team focused on subscription services and loyalty-based customer retention. This is a people-first, results-driven leadership role designed to drive customer satisfaction, improve KPIs, and ensure Trafilea delivers a best-in-class service experience to its global community.
You’ll serve as both a strategic thinker and frontline motivator—empowering your team to exceed expectations and pushing forward initiatives that grow revenue through excellent customer care.
🔑 Key Responsibilities
- Lead and develop a remote customer care team focused on subscriptions and loyalty programs
- Monitor KPIs and lead indicators; implement strategies for performance improvement
- Manage day-to-day team operations with a focus on customer retention and satisfaction
- Resolve complex customer issues and support escalation management
- Oversee action items, track progress, and ensure timely delivery of goals
- Integrate customer feedback into actionable service improvements
- Provide coaching, feedback, and ongoing training for direct reports
✅ What You Bring
- 2+ years in a similar leadership role, ideally within e-commerce or subscription services
- Strong English communication skills, both written and spoken
- Experience leading team leaders and support agents in a remote environment
- Analytical mindset and familiarity with CRM tools and support metrics
- Confidence in conflict resolution, decision-making, and crisis response
- A continuous improvement mindset and a passion for service excellence
- Self-starter with strong organizational and problem-solving skills
🌍 Why Work at Trafilea?
- Remote-first culture with a globally diverse team
- Work with fast-growing e-commerce brands in the beauty and apparel space
- Culture rooted in data, growth, and collaboration
- 15 paid holidays, learning stipends, and professional development perks
- Inclusive work environment with openness to new ideas and individuality