Company: White Placard Mobility Private Limited

Job Title: Team Lead - Customer Care

Experience: 4+ Years

Location: Onsite Ranchi, Jharkhand

Employment Type: Full-time

About the Role

Key Responsibilities

Team Management & Leadership
- Lead, supervise, and motivate the Customer Care team to achieve operational and service excellence goals.
- Monitor daily team performance, productivity, attendance, and adherence to KPIs and SLAs.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Support hiring, onboarding, and training of new customer care executives.
- Create a positive and performance-oriented work environment.

Customer Support Operations
- Handle critical customer escalations and provide effective resolutions within defined timelines.
- Monitor customer interactions to maintain service quality and compliance standards.
- Coordinate with operations, fleet, technology, and finance teams for issue resolution.

Process Improvement & Reporting
- Identify recurring issues and recommend process improvements to enhance customer experience.




- Analyse customer feedback, complaints, and operational reports to improve service delivery.
- Prepare daily, weekly, and monthly MIS reports related to customer support metrics.
- Ensure adherence to company policies, SOPs, and customer service guidelines.

Quality & Customer Experience
- Maintain high customer satisfaction (CSAT) and service quality standards.
- Ensure customer issues are resolved with empathy, professionalism, and efficiency.
- Drive initiatives to improve response time, resolution quality, and overall customer experience.

Key Skills & Competencies
- Solid leadership and people management skills.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to manage customer escalations effectively.
- Knowledge of customer support operations and service metrics.
- Good analytical and reporting skills.
- Ability to wo

📌 Team Lead (Ranchi)
🏢 White Placard Systems
📍 Ranchi