Customer Care Team Leader (Kozhikode)

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.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

Speak with the employer
+91 8714576434