Customer Care Team Lead - Logistics

About the role

Girteka Group is looking for a Customer Care Team Lead to oversee a team of technical service representatives who use specialized technical or product knowledge. The role maintains ongoing relationships with key customers, works closely with sales staff and acts as an expert in handling complex queries.

Key responsibilities

• Organize and oversee daily operations of the Customer Care team, ensuring smooth workflows and performance goals.
• Coordinate shipment movements in line with customs procedures and transport regulations.
• Work with customs brokers, border authorities and other partners to keep cargo flowing and resolve issues quickly.
• Set, monitor and deliver on KPIs such as efficiency, service quality and NPS.
• Oversee payment control and help prevent debt accumulation.
• Support team members, build collaboration across departments and promote company values and continuous improvement.

Required profile

• 2+ years of proven leadership experience in a performance-driven environment.
• Experience in a dynamic operational environment with shifting priorities, multiple stakeholders and time-sensitive processes.
• Experience managing team performance, productivity, service quality, KPIs/SLAs and operational targets.
• Experience in transport or logistics operations and customer procedures is a strong advantage.
• Good command of written and spoken English; analytical thinking and data interpretation.

Required skills

• Understanding of operational processes, standards, workflows and service requirements.
• Leadership, problem-solving, decision-making and communication skills.
• Time management and prioritization.

What we offer

• Base monthly salary from 5,350 to 6,690 GEL gross, depending on experience and competencies.
• Career growth: about 30% of colleagues move to new roles each year.
• Training, seminars, mentoring, leadership development and language courses.
• Health insurance, gym membership support, free fruit and snacks, rewards on anniversaries and birthday days off.