{"id":1843246,"url":"https://alion.io/job/carcutter-care-team-lead-fixed-term-contract","title":"Care Team Lead - Fixed Term Contract","company":{"id":2349924,"name":"CarCutter","domain":"carcutter.com","url":"https://alion.io/company/carcutter","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":35000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-07-23T14:42:19Z","employer_posted_date":"2026-07-23","last_verified_at":"2026-10-13T14:51:49Z","board_verified":true,"closed_at":null,"days_open":82,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":82},"description":"About Us:\nCarCutter is the leading SaaS solution for automotive image enhancement, designed specifically for car dealerships and marketplaces. Our AI-powered technology is transforming the car-selling process, helping dealerships create captivating visuals that drive customer engagement and sales like never before.\nOur solution offers image capture solutions (via mobile app) and AI-powered algorithms to edit images up and beyond industry standards (background removal, virtual showroom integration). We deliver images through our own platform CarCutter Hub as well as directly into our clients environments (DMS/IMS).\nJoin us in revolutionizing the automotive space!\nAbout the Role:\nWe are looking for an experienced and hands-on Care Team Lead to cover maternity leave on a fixed-term basis. You will step into an established, high-performing support team based in Bangalore and take full ownership of day-to-day operations, team management, and quality of service delivery.\nThis is a leadership role where you will report directly to the Head of Customer Experience and Operations, based in Paris, France, and ensure continuity, performance, and a great experience for both our clients and team members.\nKey Responsibilities:\nAs Care Team Lead, you will be responsible for the team's daily operations and overall performance. Here's what you'll be doing:\n- Lead Day-to-Day Operations: Oversee and manage the daily workload of Care agents, prioritizing tickets based on criticality and business impact.\n- Monitor & Drive SLA Performance: Track key metrics (next reply time, time to close, client satisfaction rating) and take corrective action to consistently meet targets.\n- Ensure Quality of Support: Review tickets regularly, provide feedback to agents, and raise the bar on response quality, empathy, and resolution accuracy.\n- Team Coaching & Development: Guide, mentor, and motivate Care agents on a daily basis; run team rituals (weekly meetings, 1:1s, feedback sessions).\n- Handle Escalations: Act as the first escalation point for complex or sensitive client issues, coordinating with technical and CSM teams as needed.\n- Cross-Team Collaboration: Work closely with Customer Success, Onboarding, Product, and Sales teams to share knowledge and address recurring client pain points.\n- Report to Leadership: Prepare and present weekly team performance reports to the Head of Customer Experience and Operations.\n- Maintain & Update SOPs: Keep standard operating procedures up to date and ensure all agents are aligned on processes (ticket handling, token deactivation, payment flows, etc.).\nRequired Profile\nHard Skills & Experience:\n- Proven experience in a customer support or care team lead role (B2B SaaS environment preferred)\n- Hands-on experience with Zendesk is required\n- Improvements in AI\n- Knowledge of HubSpot and/or Zoho is a plus\n- Ability to read and interpret support KPIs and dashboards\n- Experience managing a multi-agent team in a fast-paced environment\n- Strong written and verbal communication skills in English (additional languages are a plus)\nNice to Have:\n- Familiarity with the automotive or SaaS industry\n- Experience with AI-assisted support tools\n- Knowledge of token/API-based technical workflows\nEducation:\nA Bachelor's degree or equivalent experience in a relevant field.\nSoft Skills:\n- Natural leader with a people-first mindset: you know how to motivate and support a team\n- Strong problem-solving instincts and attention to detail\n- Highly organized and able to manage competing priorities without losing focus on quality\n- Empathetic communicator, both with clients and with your team\n- Comfortable working in an international context\nContract Details:\n- Type: Fixed-term contract (maternity leave cover)\n- Location: Bangalore, India\n- Working hours: Monday to Friday, aligned with European and North American client coverage windows\nWhy Join Us?\nThis is a unique opportunity to step into a leadership role within a fast-growing, international tech company. You'll be joining a close-knit team that values care, accountability, and continuous improvement. Even as a temporary position, you'll have real ownership and impact from day one.","description_format":"text","description_chars":4185,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"France","iso":"FR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Commerce","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-04T19:15:44Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.453,"p_room":0.28,"age_days":81,"expected_fill_days":23,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/carcutter-care-team-lead-fixed-term-contract","json_url":"https://alion.io/job/carcutter-care-team-lead-fixed-term-contract.json","meta":{"generated_at":"2026-10-13T20:40:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31754,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2349924},"rest":"https://alion.io/mcp/rest/get_company?id=2349924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcarcutter-care-team-lead-fixed-term-contract"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcarcutter-care-team-lead-fixed-term-contract"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcarcutter-care-team-lead-fixed-term-contract"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/carcutter-care-team-lead-fixed-term-contract\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcarcutter-care-team-lead-fixed-term-contract"}]}