Every celebration has a story. Every customer has an emotion.

At
Mister Baker
, we don't simply deliver cakes—we become part of birthdays, anniversaries, graduations, baby showers, weddings, apologies, and countless celebrations.

That's why Customer Service is one of the most key teams in our business.

We're looking for a
Customer Service Team Leader
who understands that behind every call, message, or email is a real person trusting us to make their celebration memorable.

This role is about much more than handling escalations or tracking KPIs. It's about leading a team that creates exceptional customer experiences every single day.

What You'll Do
- Lead, mentor, and inspire a team of Customer Service Executives.
- Drive a customer-first culture built on empathy, ownership, and accountability.
- Handle customer escalations with professionalism and confidence.
- Monitor daily performance, productivity, and service quality.
- Analyze customer feedback and identify opportunities to improve the customer journey.
- Collaborate closely with Operations, Logistics, Retail,



and Growth teams to resolve issues efficiently.
- Coach team members through regular feedback, training, and performance reviews.
- Track key metrics such as Customer Satisfaction (CSAT), response time, first-contact resolution, and team productivity.
- Recommend process improvements that enhance both customer experience and operational efficiency.

What We're Looking For
- 2–5 years of experience in Customer Service, Customer Experience, or Contact Centre operations.
- Previous experience leading or mentoring a customer support team.
- Excellent communication and interpersonal skills.
- Strong coaching, people management, and leadership abilities.
- Ability to stay calm under pressure and confidently manage customer escalations.
- Analytical mindset with the ability to understand trends, identify root causes, and make data-driven decisions.
- Proficiency in Microsoft Excel and customer support

📌 Customer Service Team Leader (Kochi)
🏢 CutiePie Cakes
📍 Kochi