Role Overview:We are looking for a hands-on Customer Care Team Leader who can guide a team of customer care executives while ensuring every interaction reflects our brand promise. Your role will be crucial in driving customer happiness, retention, and loyalty. An opportunity to grow with a rising niche consumer brand. Key Responsibilities: • Lead and mentor a team of customer care executives (calls, WhatsApp, social media DMs, and emails). • Monitor team KPIs including First Response Time (FRT), Resolution Time, CSAT, and Escalation Rate. • Personally handle escalated cases to ensure customer delight. • Conduct weekly coaching sessions and feedback huddles. • Collaborate with Operations, Dispatch, and Product teams to resolve recurring customer issues. • Analyze customer feedback to suggest improvements in product or service. • Maintain team attendance, schedule adherence, and daily productivity. • Prepare weekly reports on team performance and customer insights. What We’re Looking For: • 2-5 years of experience in customer care, with 1+ year leading a team (preferably in a consumer product or D2C brand). • Strong grasp of customer service KPIs like CSAT, FRT, Resolution Time. • Comfortable managing customer queries across phone, WhatsApp, social media, and emails. • Excellent people management and coaching skills. • Ability to stay calm and solution-oriented in high-pressure situations. • Experience handling premium or brand-sensitive customers is a plus. Apply Now!If you’re passionate about leading teams and turning every customer into a happy brand advocate, we’d love to meet you! About Us5minutes is into delivering fresh, preservative-free loaves daily across Mumbai. We’re redefining the bread distribution game with unmatched freshness, quality, taste and timing.

Company Description 5minutes is revolutionizing cooking with a focus on gourmet healthy food that is tasty, affordable, and convenient for busy individuals. Stay tuned for exciting updates! Role Description Location: On-site – Ghatkopar West, Mumbai Type: Full-time Experience: Fresher (0–1 year) 5minutes is a premium D2C bread brand delivering fresh, high-quality bread daily. We’re looking for a Voice Calling Associate to manage day-to-day communication with both customers and vendors over phone calls. Key Responsibilities: •⁠ ⁠Handle inbound and outbound calls for both consumers and vendors •⁠ ⁠Respond to order-related queries, delivery issues, and general inquiries professionally •⁠ ⁠Coordinate with vendors to confirm supply details and resolve operational concerns •⁠ ⁠Communicate updates and issues clearly to internal teams •⁠ ⁠Maintain call logs and escalate matters when required Requirements: Fresh graduates are encouraged to apply Excellent spoken English is mandatory; fluency in Hindi required; Marathi is a plus Confident on phone and able to handle pressure calmly Strong interpersonal and coordination skills Must be based in Mumbai and able to work from our Ghatkopar West office Show more Show less