Lead Customer Care Specialist

PRIMARY DUTIES/KEY RESPONSIBILITES

• Serves as a primary subject matter expert for Central Dispatch systems, operational processes, client requirements, and business rules. Applies deep operational knowledge to support accurate, consistent execution and informed decision-making across assigned areas of responsibility.
• Serves as the designated operational point of contact for elevated or complex client issues that exceed frontline scope. Manages issue intake, investigation, coordination, and resolution by applying operational judgment and expertise. Partners closely with supervisors and managers to ensure resolutions are timely, defensible, and aligned with policies, service commitments, and business objectives.
• Investigates and supports resolution of fraud-related cases by analyzing behaviors, identifying patterns and root causes, assessing risk, and applying operational judgment. Partners cross-functionally to ensure consistent fraud resolution practices, escalates systemic risks, and recommends corrective actions to protect marketplace integrity.
• Monitors and tracks key operational metrics and KPIs relevant to assigned functions. Analyzes data to identify trends, risks, performance gaps, and recurring or systemic issues. Develops clear, actionable insights and communicates findings and recommendations to Operations leadership to inform prioritization, upstream problem resolution, and continuous improvement efforts.
• Proactively identifies opportunities to improve operational efficiency, reduce risk, and enhance client and team member experience. Documents findings and quantifies impact where possible, and partners with Operations leadership to prioritize and support execution of improvement initiatives. Balances planned improvement initiatives with time-sensitive operational support based on established priorities.
• Leads or contributes to the design, documentation, and ongoing maintenance of operational workflows, policies, SOPs, and best practices governing key functions to ensure clarity, consistency, and scalability across internal teams and vendor partners.
• Partners with Product, Technology, and Marketplace Integrity teams to support operational discovery and readiness for new tools, features, and policy changes. Assesses operational impact, identifies risks and dependencies, recommends procedural adjustments, and supports go-live preparedness to ensure accurate and scalable execution.
• Conducts quality assessments to identify process gaps, training needs, and systemic issues impacting execution. Documents findings objectively and consistently, and provides insights to supervisors to inform coaching, training focus, and performance management activities.
• Develops and delivers onboarding and ongoing training for internal team members and external vendor partners to support operational readiness prior to independent execution.
• Tests system enhancements, new tools, and process updates by developing and executing scenarios that validate operational readiness and surface issues prior to go-live.
• Builds and maintains effective working relationships with cross-functional partners, vendor providers, and internal stakeholders. Represents Central Dispatch in cross-functional discussions, supports escalations, and ensures alignment on shared operational objectives.
• Provides cross-functional backup coverage for departmental functions during critical absences or escalations to maintain service continuity at the same quality standard as the primary role holder.
• Provides analytical and execution support for additional compliance-related operational activities as assigned, including workflow evaluation, procedure refinement, and trend review, within established priorities and governance expectations.

REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS

• Associate’s degree or equivalent combination of education and experience required; bachelor’s degree preferred.
• Minimum 3–5 years of experience in operations, compliance, fraud investigation, or a related function within a technology, logistics, or marketplace environment.
• Demonstrated experience managing complex, escalated cases requiring independent judgment and cross-functional coordination.
• Experience developing or maintaining SOPs, business process documentation, or operational best practices.
• Prior experience supporting UAT, product readiness, or operational go-live activities is preferred.
• Strong analytical and critical thinking skills with the ability to identify patterns, assess risk, and recommend data-informed actions.
• Demonstrated ability to operate with autonomy and sound judgment in ambiguous or escalated situations.
• Strong written and verbal communication skills; ability to present findings and recommendations clearly to leadership.
• Proficiency in synthesizing data from multiple systems to develop operational insights and trend reporting.
• Ability to manage competing priorities and adapt to shifting workload demands without loss of quality or accuracy.
• Experience with fraud investigation frameworks, compliance enforcement, or marketplace integrity operations is strongly preferred.
• Comfortable working cross-functionally with Product, Technology, and external vendor partners.
• Proficiency in standard office productivity tools; experience with case management or workflow platforms preferred.
• Demonstrated commitment to delivering a high standard of customer service; comfortable managing regular, direct client interactions including complex, sensitive, or escalated conversations with professionalism and sound judgment.