Job Title: Customer Support Team Lead

Company: Oracura

Location: Navi Mumbai, Maharashtra

Work Mode: Work from Office (In-person)

Experience: Minimum 2 Years

Employment Type: Full-Time

About Oracura :

Oracura is a modern oral care brand focused on delivering high-quality, science-backed dental products. We aim to simplify oral hygiene through innovation, education, and awareness.

Job Overview :

We are looking for an experienced and proactive Customer Support Team Lead to manage our customer support operations and lead a team of customer support executives.

The ideal candidate should have at least 2 years of experience in customer service, preferably in e-commerce or D2C brands, along with strong leadership, communication, and problem-solving skills.

The candidate will be responsible for managing daily support operations, monitoring team performance, handling escalated customer complaints, and ensuring excellent customer satisfaction.

Key Responsibilities :

- Lead, manage, and motivate a team of customer support executives.
- Monitor daily team performance and ensure timely resolution of customer queries.
- Handle escalated customer complaints and provide effective solutions.
- Oversee customer interactions across phone calls, emails, WhatsApp, and social media platforms.
- Ensure smooth handling of order tracking, cancellations, returns, refunds, and product-related queries.
- Track team performance metrics such as response time, resolution time, customer satisfaction,



and ticket closure rates.
- Train and guide team members to improve customer service quality and productivity.
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with warehouse, logistics, sales, and other internal teams to resolve customer issues.
- Develop and implement processes to improve customer experience and operational efficiency.
- Maintain accurate customer records and ensure proper documentation.

Required Qualifications & Skills :

- Bachelor's degree in any discipline.
- Minimum 2 years of experience in customer support/customer service.
- Prior experience handling or leading a customer support team is preferred.
- Excellent verbal and written communication skills in English.
- Strong leadership, team management, and problem-solving abilities.
- Good knowledge of MS Office, Excel, and customer support tools.
- Ability to manage multiple customer queries and handle escalations effectively.
- Experience in e-commerce or D2C customer support will be an added advantage.
- Knowledge of CRM and ticket management tools is preferred.

Benefits :

- Provident Fund
- Prospect to grow with a fast-growing D2C brand

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits

- Provident Fund

Ability to commute/relocate:
- Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:
- Customer support: 2 years (Required)

Work Location: In person

📌 Customer Support Team Leader (Navi Mumbai)
🏢 Oracura Solutions
📍 Navi Mumbai