Customer Care Executive

About us:

At PadCare, we're on a mission to make hygiene sustainable. Founded in 2018, we have developed India's first patented sanitary napkin recycling technologyPadCareX.

But we're not just solving a waste problem, we're building a circular economy that champions environmental resilience and social equity. Our service model closes the loop starting from collection, recycling, and transforming single-use sanitary napkins into sustainable materials, while also creating dignified jobs for marginalized waste workers, especially women, across the country.

With 100+ changemakers across 25+ cities, PadCare is driving real impactfor people and the planet. Recognized by Forbes, the World Economic Forum, and more, we believe business can be a force for good. If you do too, PadCare is where your purpose finds a home.

Oh, and you must have seen us on an episode of Shark Tank India, Season 2 -https://www.youtube.com/watchv=7q0cmPtpJRo

To learn more about the work that PadCare is doing, check out the website: www.padcarelabs.com

Role overview & Key responsibilities:

The Customer Care Executive will be responsible for end-to-end complaint handling, post-service client engagement, and customer satisfaction monitoring. The role requires managing client interactions, ensuring timely resolution of complaints, validating service completion, and driving service excellence through proactive communication, feedback collection, and data-driven insights.

• Log, acknowledge, and classify complaints from multiple channels into the centralized system.
• Route complaints to relevant departments based on nature and priority.
• Investigate, resolve, and document complaints with continuous customer updates.
• Monitor MTTA (Mean Time to Acknowledge) & MTTR (Mean Time to Resolve) and publish reports.
• Perform root cause analysis of recurring complaints and recommend preventive actions.
• Contact clients post-service to confirm service completion and satisfaction.
• Verify invoice submissions, acknowledgements, and escalate any delays.
• Collect structured client feedback on service quality, product functionality, and technician behaviour (maintain >90% feedback collection & >4.5 average rating).
• Verify and update client POC (Point of Contact) details regularly.
• Maintain an updated master database of POC, service history, and client feedback trends.
• Provide monthly insights and dashboard reports to the operations team.
• Ensure compliance with regulatory standards and maintain accurate documentation.

What we're looking for:

• Graduate degree in business administration, communications, marketing, or a related field
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• High attention to detail and accuracy
• Proficiency in MS Office Suite/Google Workspace, especially Excel/Sheets
• CRM Tools (HubSpot, Zoho, or similar)?
• Problem-solving aptitude
• Ability to manage and report on data effectively
• Proactive, reliable, and self-motivated work ethic
• Culture Fit: Must align with PadCare's values Integrity, Entrepreneurship, Collaboration, Customer-First, Innovation

Work Mode:

Why join us

• Compensation:

  Competitive salary in line with industry standards

• Growth Path:

  Opportunity to lead the customer care department as PadCare expands globally.

• Purpose With Impact:

  Join a mission-driven team transforming menstrual hygiene through sustainable solutions that uplift womens health, the environment, and sanitation workers dignity.

• Eco-Warrior in Action:

  Help recycle millions of sanitary pads and actively reduce landfill waste and carbon emissionsreal impact, not just buzzwords.

• Innovation Meets Heart:

  Be part of a team that blends empathy with patented 5D recycling tech to build the future of circular economy.

• Grow With Us:

  We're a fast-gowing, venture-backed startup offering real opportunities to scale your career as we scale our impact.

• A Culture That Cares:

  Work in a space where collaboration, inclusivity, and purpose aren't just valuesthey're how we roll every day.