Company: INDmoney

Location: GIFT City, Gandhinagar, Gujarat

Employment Type: Full-time

Work Mode: Work from Office | 6 days/week (rotational week off between Saturday and Sunday)

Role Overview

We're looking for a Team Lead – Customer Care to lead a team of customer support executives, ensure high service quality, and drive resolution efficiency across voice, chat, and email channels. This is an ownership-driven operations role suited for someone with strong leadership instincts and a passion for customer experience.

Key Responsibilities

- Lead, mentor, and manage a team of customer care executives handling user queries across calls, chat, and email
- Monitor daily team performance against KPIs — TAT, CSAT, first-call resolution, AHT, and escalation rates
- Handle escalated or complex customer issues requiring senior intervention
- Prepare and present performance reports/dashboards to management on a daily/weekly/monthly basis
- Identify recurring customer pain points and work with product/ops teams to drive process improvements
- Drive training and onboarding for recent team members
- Ensure adherence to compliance, data security,



and regulatory requirements (especially relevant for financial services)
- Foster a positive, high-performance team culture

Work Schedule

- 6 days working from office (GIFT City, Gandhinagar)
- Week off is rotational between Saturday and Sunday — candidates should be comfortable working on weekends as per roster

Requirements

- 4–7 years of experience in customer service/support, with at least 1–2 years in a team lead or supervisory role
- Prior experience in BFSI, fintech, or a related regulated industry preferred
- Robust communication skills
- Proven ability to manage and motivate a team in a fast-paced environment
- Data-driven approach with hands-on experience using CRM/helpdesk tools (Freshdesk, Zendesk, etc.) and MIS/reporting
- Strong problem-solving skills and ability to handle escalations calmly and effectively
- Graduate degree in any discipline; MBA preferred but not mandatory
- Willingness to work 6 days a week from office, with rotational weekend offs, and in shifts as required

📌 Team Lead – Customer Care (Gandhinagar)
🏢 INDmoney
📍 Gandhinagar