We’re Hiring | Team Lead – Customer Care Operations (Refunds & Retention)

Are you skilled at managing customer escalations, improving retention, and handling refund operations? Join BrightCHAMPS and help us deliver exceptional customer experiences while reducing customer churn.

Location: Bengaluru

Shift: Night Shift

Experience: 3–6 Years

Key Responsibilities

- Lead the customer care operations team handling refunds, cancellations, and customer retention.
- Manage critical customer escalations and ensure timely, effective resolutions.
- Develop strategies to reduce cancellations, improve retention, and enhance customer satisfaction.
- Monitor team performance against KPIs such as CSAT, TAT, refund turnaround time, and retention rate.
- Ensure adherence to refund policies, SOPs, and quality standards.




- Analyse customer feedback and refund trends to identify process improvement opportunities.
- Coach team members on customer communication, objection handling, and retention strategies.
- Collaborate with cross-functional teams to streamline refund processes and improve customer experience.

- Requirements

- 3–6 years of experience in customer care, customer success, retention, or refund operations.
- Prior team-handling experience is preferred.
- Solid communication, problem-solving, and escalation management skills.
- Experience tracking customer service metrics and improving operational performance.
- EdTech or other customer-centric industry experience is an advantage.

📌 Team lead (Customer Care) - Retention & Refunds (Bengaluru)
🏢 BrightChamps
📍 Bengaluru