Job
Description
About The Indus Valley: The Indus Valley is India’s fastest-growing D2C brand in the healthy kitchenware and cookware category. We are building a generation of toxin-free kitchens through innovation, sustainability, and a strong commitment to customer delight. Our customer care team plays a mission-critical role in creating outstanding service experiences for every TIV customer. Role Overview: As the Customer Care – Team Leader , you will be responsible for leading a team of associates, ensuring smooth day-to-day operations, driving consistent service quality, resolving escalations, and building a high-performance service culture. You will also be accountable for quality monitoring, performance coaching, and training to upskill the team and enhance the overall customer experience. Key Responsibilities: 1. Team Supervision & Daily Operations Allocate daily work and monitor queues across calls, WhatsApp, email, and social media. Conduct morning huddles and assign targets based on volume and resource availability. Maintain discipline, productivity, and attendance across the floor. 2. Escalation & Complaint Resolution Handle Level 1 and Level 2 escalations across all channels. Coordinate with internal teams (Warehouse, NPD, Sales, Accounts, Tech) for faster resolution. Own critical issues such as unserviceable PIN codes, delayed refunds, RTOs, and product complaints. 3. Quality Monitoring & Assurance Conduct regular audits of associate interactions based on key parameters (Empathy, Clarity, Listening, Accuracy, and Resolution). Share actionable feedback and quality insights with team members. Flag recurring issues and propose process improvements or SOP updates. 4. Training & Coaching Identify performance or knowledge gaps through data and observation. Conduct refresher sessions, shadowing, and live feedback to improve call/email/chat handling quality. Support onboarding and training of new joiners; ensure smooth transition into the floor. 5. Performance Management Track KPIs like CSAT, FRT, Query TAT, and Agent Productivity. Maintain associate-wise dashboards, escalation trackers, and process compliance reports. Lead review sessions and share performance insights with senior management. 6. Stakeholder & Cross-functional Coordination Act as the primary point of contact for Customer Care with other departments. Participate in service recovery discussions, tech escalations, and delivery coordination. Represent the team in cross-functional reviews, contributing data-backed suggestions. Job Specifications: Graduate in any discipline 5+ years of experience in customer service operations (D2C, ecommerce,education or BPO preferred) At least 2 year of experience leading a team or in a supervisory role Proficient in Tamil and English (additional languages like Hindi is a plus) Experience using tools such as Shopify, Razorpay, Convox, Meta Suite, and CRM systems Key Skills & Competencies People management and team leadership Service quality benchmarking and coaching Escalation handling and stakeholder management Empathy, patience, and conflict resolution Process orientation and continuous improvement mindset Data tracking and report creation in Excel/Sheets Career Path Customer Care – Team Leader → Assistant Manager – Customer Care → Manager – CX Strategy / VOC Programs Contact:hr@theindusvalley.in Show more Show less
