About River:

River is a design company building multi-utility products. We focus on livelihood and lifestyle to create tools for those who are independently carving a path for themselves.
Our signature two-wheeler, Indie – the SUV of Scooters, is built to be a dependable companion in getting things done.
We’re a 1000+ team headquartered in Bengaluru – backed by marquee international investors, with mobility-focused funds linked to Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC, Trucks Venture Capital, Mitsui & Co. Ltd, Marubeni Ventures Inc., Lowercarbon Capital, and Maniv Mobility.

Key Responsibilities:

Team Leadership: Lead, mentor, and monitor a team of customer care executives handling email, chat, and phone channels.
SLA & Queue Management: Oversee the daily ticket queue, manage agent shifts, and ensure the team meets or exceeds defined SLA targets for response and resolution times.
Escalation Management: Take direct ownership of high-priority, complex, or escalated customer cases from start to complete closure.
Performance Coaching:



Conduct regular quality audits, provide constructive feedback, and run training sessions to improve team performance and communication skills.
Cross-Functional Coordination: Act as the primary liaison between the customer care team and internal departments (Sales, Service, Engineering, Product) to resolve deep-rooted issues.
Outbound Campaign Oversight: Supervise and track team targets for outbound operations, including post-purchase feedback, service reminders, insurance renewals, and test drive scheduling.
Data Documentation & Analysis: Ensure accurate and detailed case logging in the CRM, and analyze team performance data to report on key service metrics.
Process & SOP Optimization: Identify recurring customer pain points and process bottlenecks to proactively design, update, and implement standard operating procedures (SOPs).
Culture & Engagement: Drive a customer-first mindset within the team, keeping motivation and

📌 Senior Associate- Customer Care (Bengaluru)
🏢 River
📍 Bengaluru