Job
Description
Role Overview: At Potafo, as the Customer Care Head, you will be responsible for leading, managing, and elevating the customer support experience at scale. Your role will involve managing a growing customer care team, conducting training sessions, ensuring service excellence, analyzing customer care data, collaborating cross-functionally, and aligning customer experience goals with business objectives. Key Responsibilities: - Lead, manage, and motivate a growing customer care team. - Create duty schedules and assign responsibilities for 24/7 coverage. - Conduct regular training sessions to upskill agents on product knowledge, communication, and problem-solving. - Ensure SLAs (response time, resolution rate, CSAT) are consistently met. - Collect and track customer feedback across all channels. - Review customer care data and present insights to leadership for actionable strategies. - Work cross-functionally with Operations, Tech, and Marketing teams to resolve recurring issues. Qualifications Required: - 3-5 years of experience in customer service, with at least 2 years in a team leadership role. - Excellent communication and conflict-resolution skills. - Proven ability to manage teams, duty rosters, and performance targets. - Analytical mindset with experience in data-driven decision-making. - Hands-on knowledge of CRM or ticketing tools. - Strong ownership attitude and ability to thrive in a fast-paced environment. (Note: No additional details of the company were provided in the job description.) Role Overview: At Potafo, as the Customer Care Head, you will be responsible for leading, managing, and elevating the customer support experience at scale. Your role will involve managing a growing customer care team, conducting training sessions, ensuring service excellence, analyzing customer care data, collaborating cross-functionally, and aligning customer experience goals with business objectives. Key Responsibilities: - Lead, manage, and motivate a growing customer care team. - Create duty schedules and assign responsibilities for 24/7 coverage. - Conduct regular training sessions to upskill agents on product knowledge, communication, and problem-solving. - Ensure SLAs (response time, resolution rate, CSAT) are consistently met. - Collect and track customer feedback across all channels. - Review customer care data and present insights to leadership for actionable strategies. - Work cross-functionally with Operations, Tech, and Marketing teams to resolve recurring issues. Qualifications Required: - 3-5 years of experience in customer service, with at least 2 years in a team leadership role. - Excellent communication and conflict-resolution skills. - Proven ability to manage teams, duty rosters, and performance targets. - Analytical mindset with experience in data-driven decision-making. - Hands-on knowledge of CRM or ticketing tools. - Strong ownership attitude and ability to thrive in a fast-paced environment. (Note: No additional details of the company were provided in the job description.)
