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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