B2B Customer Care Team Lead

About the role

Bedrock is looking for a B2B Customer Care Team Lead to head the front‑line support for its streaming platform in Lisbon. You will manage a small team of L1 specialists, ensure rapid first‑contact responses and act as the bridge between customers, L2 engineering and product teams.

Key responsibilities

• Lead, coach and develop four L1 B2B Customer Support Specialists through regular 1:1s, performance tracking and tailored onboarding.
• Organise daily schedules and real‑time ticket distribution to meet First Response Time (FRT) SLAs.
• Build and maintain L1 quality‑assurance tools such as case reviews, response templates, macro playbooks and streaming diagnostic checklists.
• Serve as the primary escalation point for sensitive enterprise client issues, resolving them at L1 whenever possible.
• Ensure accurate identification, qualification and routing of complex platform problems (playback errors, latency, ingest drop‑outs, authentication failures) to L2/Engineering with complete diagnostics.
• Coordinate team actions during platform incidents, providing fast triage, client updates and clear communication.
• Drive continuous improvement by updating self‑service resources, refining workflows and tracking KPIs (FRT, CSAT, FCR, ticket volume).

Required profile

• Proven experience leading a technical support team in a B2B environment.
• Strong curiosity for streaming architectures and real‑time media delivery.
• Excellent communication skills and ability to work under pressure during incidents.
• Data‑driven mindset with experience monitoring and reporting support KPIs.

Required skills

• Streaming platform troubleshooting
• Real‑time media delivery concepts
• Ticket triage and escalation processes