Customer Care Lead

3 hours 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 DoLead the TeamManage, mentor, and motivate a growing customer care team.Create duty schedules and assign responsibilities for smooth 24/7 coverage.Train & DevelopConduct regular training sessions to upskill agents on product knowledge, communication, and problem-solving.Build a strong service culture within the team.Drive Service ExcellenceEnsure SLAs (response time, resolution rate, CSAT) are consistently met.Handle escalations and provide quick, customer-first resolutions.Listen to CustomersCollect and track customer feedback across all channels.Identify pain points and initiate process improvements.Analyze & ReportReview customer care data (tickets, calls, chats, & complaints).Present insights to leadership and recommend actionable strategies.Collaborate Cross-FunctionallyWork with Operations, Tech, and Marketing teams to resolve recurring issues.Align customer experience goals with business objectives.What You’ll Need3–5 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 GetCompetitive 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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