This is a leadership role. You will build and run the customer care function end to end, covering team hiring and coaching, query and complaint resolution, returns and refunds, escalations and the tools that support all of it. Working with Ecommerce, Operations and Brand, you will set the standard for how the company treats its customers and remain accountable for satisfaction, resolution quality and turnaround time. This role involves direct leadership, not just supervision.

What you will actually own

These are the operating responsibilities that will sit with you:

- Team leadership: hiring, training, coaching and managing customer care agents and team leads across chat, email, phone and social.
- Service quality: owning response times, resolution quality, CSAT and NPS across every channel.
- Process and SOPs: building and improving how the team handles queries, complaints, returns, refunds and replacements.
- Tools and systems: running the helpdesk or CRM, chatbots, IVR and reporting dashboards, and improving them over time.
- Voice of the customer: tracking complaint trends and feeding insights back to Ecommerce, Operations and Brand to fix recurring issues.

What the job involves
- Building and leading a customer care team across chat, email, phone, social media and marketplace channels.
- Setting and monitoring SLAs, quality scores, CSAT, NPS and other service metrics, and reporting on them regularly.
- Owning escalation management for sensitive, social media or legally exposed complaints,



and resolving them calmly and fairly.
- Designing and maintaining SOPs for returns, refunds, replacements, cash on delivery issues and order disputes.
- Managing helpdesk or CRM tools, chatbots, IVR flows and knowledge bases, and choosing current tools where needed.
- Partnering with Ecommerce and Operations on order issues, courier problems, inventory mismatches and delivery delays.
- Analysing complaint and query trends to reduce recurring issues and presenting findings and recommendations to leadership.

What we are looking for
- Team leadership: you have hired, trained and managed a customer care or support team, not just worked within one.
- Process discipline: you build and maintain SOPs, and you can show how a process you built reduced errors or turnaround time.
- Customer obsession: you treat every complaint as something to fix at the root, not just close as quickly as possible.
- Data fluency: you are comfortable with dashboards, CSAT and NPS tracking, and you use data to make the case for changes.
- Crisis management: you stay calm and fair under pressure, including with angry customers, social media escalations or legal complaints.
- Cross-functional influence: you can work with Ecommerce, Operations, Logistics and Brand to get root causes fixed, not just logged.
- High ownership: you care whether customers actually get resolved and stay loyal, not merely whether a ticket gets closed.

📌 Head of Customer Care - 20 LPA (Faridabad)
🏢 Talentiser
📍 Faridabad