1. Oversee and manage the daily operations of the customer care team. 2. Develop and implement customer care and support policies and procedures. 3. Hire, train, and mentor customer care team members. 4. Set performance goals and monitor team performance, providing regular feedback. 5. Handle escalated customer issues and ensure timely resolution. 6. Collaborate with other departments to improve overall customer experience. 7. Analyze customer interactions, and feedback and implement improvements based on findings. 8. Stay informed about industry trends and best practices in customer care & support. 9. Collaborate with other departments to resolve customer issues and streamline processes. 10. Maintaining a positive, empathetic, and professional attitude toward customers at all times.