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 setting.

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.
Valuable analytical and reporting skills.
Ability to wo

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