Job Description

Job Summary:

We are looking for an experienced and proactive

Customer Care Team Lead

to manage a small yet dynamic team of customer care representatives. The ideal candidate will have 4 - 6 years of experience in customer service, with proven skills in people management and escalation handling - preferably within consumer products or D2C (Direct-to-Consumer) brands.

Key Responsibilities:

Team Management:

Lead, support, and motivate a team of approx. 3 customer care representatives.

Escalation Handling:

Take ownership of customer escalations and ensure effective, timely resolutions.

Performance Monitoring:

Track team KPIs, SLAs, and quality metrics to ensure high performance.

Process Improvement:

Identify service gaps and implement strategies for operational excellence.

Training & Development:

Conduct regular coaching sessions and skill-enhancement programs for the team.

Customer Experience:

Maintain a customer-first approach, ensuring consistent and high-quality interactions across all touchpoints (voice, email, chat).

Cross-Functional Coordination:

Collaborate with internal departments like sales, operations, logistics, and tech teams to resolve complex issues.

Reporting:

Generate and present regular performance reports and customer feedback insights to management.

Requirements:

Prior experience in

e-commerce

or a comparable industry is essential for managing complex customer service operations. Bachelor's degree in any discipline (MBA/PG preferred but not mandatory). 4-6 years of customer support experience, with at least 3 years in a manager or Team lead role. Strong interpersonal, leadership, and conflict-resolution skills. Hands-on experience with Zoho Desk. Ability to multitask and thrive in a fast-paced, dynamic environment. Excellent written and verbal communication skills.

Preferred Qualifications:

Background in Consumer Products or D2C eCommerce brands. Experience in both pre-sales and post-sales customer support. Data-driven approach to team management and process optimization.
Job Type: Full-time

Pay: ?30,000.00 - ?45,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person