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 morale high in a fast-paced startup setting.
* Operational Support: Support additional customer care leadership
activities, strategy implementation, and scaling tasks as required — the role
is not limited to the above responsibilities

Ideal Candidate:

* Communication Mastery: Exceptional oral and written communication skills.
The candidate must be equally adept at drafting professional, empathetic
emails/chats and speaking confidently, clearly, and tactfully over the phone
with high-value customers.
* Industry Experience: A minimum of 5–6 years of experience in a custo

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