Customer care lead

Job Description

The Customer Care Lead plays a crucial role in ensuring customer satisfaction by leading the customer support team, improving service quality, and managing day-to-day operations. Below are the key roles and responsibilities of a Customer Care Lead

Team Leadership and Supervision

• Manage, mentor, and support the customer service team.
• Conduct regular performance reviews and coaching sessions.
• Allocate tasks and schedules to ensure adequate coverage.

Customer Support Oversight

• Monitor customer interactions to ensure quality and consistency.
• Handle escalated or complex customer complaints and issues.
• Ensure timely and effective resolution of customer queries.

Process Improvement

• Identify gaps in customer service processes and recommend improvements.
• Work with other departments (e.g., Quality, Delivery) to enhance customer experience.
• Implement and maintain best practices in customer care.

Training and Development

• Train new customer care staff.
• Provide ongoing training to ensure the team is up-to-date.

Customer Relationship Management

• Build and maintain strong relationships with key customers.
• Gather and analyze customer feedback to identify trends and areas for improvement.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person

Expected Start Date: 10/07/2025