Customer Care Lead

4 weeks ago

Kozhikode, India Potafo Full time

Job description: About Potafo: At Potafo, our mission is simple — delighting customers every single day. As Kerala’s fastest-growing quick-commerce and food-tech brand, we believe our customer care team is the voice and heart of the company. To lead this critical function, we’re looking for a Customer Care Head who can inspire, manage, and elevate the customer support experience at scale. What You’ll Do Lead the Team Manage, mentor, and motivate a growing customer care team. Create duty schedules and assign responsibilities for smooth 24/7 coverage. Train & Develop Conduct regular training sessions to upskill agents on product knowledge, communication, and problem-solving. Build a strong service culture within the team. Drive Service Excellence Ensure SLAs (response time, resolution rate, CSAT) are consistently met. Handle escalations and provide quick, customer-first resolutions. Listen to Customers Collect and track customer feedback across all channels. Identify pain points and initiate process improvements. Analyze & Report Review customer care data (tickets, calls, chats, & complaints). Present insights to leadership and recommend actionable strategies. Collaborate Cross-Functionally Work with Operations, Tech, and Marketing teams to resolve recurring issues. Align customer experience goals with business objectives. What You’ll Need 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. What You’ll Get Competitive salary + performance incentives. End-to-end ownership of the customer care vertical. Opportunity to shape the customer experience strategy of a fast-growing food-tech brand. A youthful, collaborative, and high-growth work environment.

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