Customer Care Team Lead

2 - 3 years

2 - 3 Lacs

Posted:2 months ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

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 Were 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 youre passionate about leading teams and turning every customer into a happy brand advocate, wed love to meet you! About Us 5minutes is into delivering fresh, preservative-free loaves daily across Mumbai. We’re redefining the bread distribution game with unmatched freshness, quality, taste and timing.

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