EXPERT

4

Customer Care Lead

MANAGER

Customer Care Lead

You’re the captain of the ship. Whether it’s jumping in to support the team, coaching for greatness, or fine-tuning processes, you’re shaping the future of how we wow our customers every day. This level runs in parallel with M1 – Associate Director. IC4 focuses on deep expertise and influence without formal people management responsibilities, while M1 is equivalent to those who step into formal people leadership.

What's expected

This level requires

5

to

7

years of experience in the preceding role at Flaviar, or a comparable role at another company. See the roles and competencies we want you to master at this level.

Skills & craft

Oversees daily operations and ensures team members perform at high standards.
Implements best practices in service excellence.

Problem solving

Diagnoses and resolves operational bottlenecks.
Develops solutions to improve customer experience and support workflows.

Impact on the company

Drives improvements that enhance customer satisfaction and service efficiency.
Ensures customer issues are addressed with long-term fixes.

Communication

Translates data-driven insights into actionable recommendations.
Effectively communicates strategies to the team and leadership.

Collaboration

Aligns closely with quality assurance, training, and operations teams to improve service quality.
Mentors and supports senior staff.

Ownership

Owns key service improvement projects.
Takes responsibility for team performance, ensuring consistency in support standards.

People Management

Your next step

Expect to progress after

2

to

3

year(s) in the current role.

EXPERT

Associate Director of Customer Care

You’re the one who turns big ideas into everyday excellence. From building top-tier support teams to fine-tuning processes, you make sure everything runs like a well-oiled machine. Coaching talent and aligning service with business goals? That’s just another day at the office for you.

Learn more

MANAGER

1

Associate Director of Customer Care

You’re the one who turns big ideas into everyday excellence. From building top-tier support teams to fine-tuning processes, you make sure everything runs like a well-oiled machine. Coaching talent and aligning service with business goals? That’s just another day at the office for you.

Learn more

EXPERT

5

Customer Care Principal

You’re the mastermind behind leveling up our customer service game. Big-picture thinker. Data-driven decision-maker. You lead major initiatives that make things smoother, faster, and all-around better for our customers.

Learn more

MANAGER

Customer Care Principal

You’re the mastermind behind leveling up our customer service game. Big-picture thinker. Data-driven decision-maker. You lead major initiatives that make things smoother, faster, and all-around better for our customers.

Learn more

These levels are part of the

Customer Care Representative

career path.

See whole career path

You're at the top

Whoa, what a career path this has been so far. We're so grateful to have you as one of our top Flaviaristas. But this is not the end, oh no. Here's a toast to our mutual growth, for years to come!