Customer Care Lead

4 days ago

Kozhikode, Kerala, India Potafo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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