Ecommerce Customer Care Team Lead

Job Summary:

We are looking for an experienced and proactive Customer Care Team Lead to manage a small yet dynamic team of customer care representatives. The ideal candidate will have 4 – 6 years of experience in customer service, with proven skills in people management and escalation handling - preferably within consumer products or D2C (Direct-to-Consumer) brands.

Key Responsibilities:

• Team Management: Lead, support, and motivate a team of approx. 3 customer care representatives.
• Escalation Handling: Take ownership of customer escalations and ensure effective, timely resolutions.
• Performance Monitoring: Track team KPIs, SLAs, and quality metrics to ensure high performance.
• Process Improvement: Identify service gaps and implement strategies for operational excellence.
• Training & Development: Conduct regular coaching sessions and skill-enhancement programs for the team.
• Customer Experience: Maintain a customer-first approach, ensuring consistent and high-quality interactions across all touchpoints (voice, email, chat).
• Cross-Functional Coordination: Collaborate with internal departments like sales, operations, logistics, and tech teams to resolve complex issues.
• Reporting: Generate and present regular performance reports and customer feedback insights to management.

Requirements:

• Prior experience in e-commerce or a comparable industry is essential for managing complex customer service operations.
• Bachelor’s degree in any discipline (MBA/PG preferred but not mandatory).
• 4–6 years of customer support experience, with at least 3 years in a manager or Team lead role.
• Strong interpersonal, leadership, and conflict-resolution skills.
• Hands-on experience with Zoho Desk.
• Ability to multitask and thrive in a fast-paced, dynamic environment.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Background in Consumer Products or D2C eCommerce brands.
• Experience in both pre-sales and post-sales customer support.
• Data-driven approach to team management and process optimization.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person