Key Responsibilities:

1. Team Leadership: Lead, mentor, and monitor a team of customer care executives handling email, chat, and phone channels.
2. SLA & Queue Management: Oversee the daily ticket queue, manage agent shifts, and ensure the team meets or exceeds defined SLA targets for response and resolution times.
3. Escalation Management: Take direct ownership of high-priority, complex, or escalated customer cases from start to complete closure.
4. Performance Coaching: Conduct regular quality audits, provide constructive feedback, and run training sessions to improve team performance and communication skills.
5. Cross-Functional Coordination: Act as the primary liaison between the customer care team and internal departments (Sales, Service, Engineering, Product) to resolve deep-rooted issues.
6. Outbound Campaign Oversight: Supervise and track team targets for outbound operations, including post-purchase feedback, service reminders, insurance renewals, and test drive scheduling.
7. Data Documentation & Analysis: Ensure accurate and detailed case logging in the CRM, and analyze team performance data to report on key service metrics.
8. Process & SOP Optimization: Identify recurring customer pain points and process bottlenecks to proactively design, update, and implement standard operating procedures (SOPs).
9. Culture & Engagement: Drive a customer-first mindset within the team, keeping motivation and morale high in a fast-paced startup environment.
10. Operational Support: Support additional customer care leadership activities, strategy implementation, and scaling tasks as required — the role is not limited to the above responsibilities

Ideal Candidate:

1. Communication Mastery: Exceptional oral and written communication skills. The candidate must be equally adept at drafting professional, empathetic emails/chats and speaking confidently, clearly, and tactfully over the phone with high-value customers.
2. Industry Experience: A minimum of 5–6 years of experience in a customer care omnichannel process (Voice, Email, and Chat Support), preferably within an e-commerce, automotive, or technology company.
3. Leadership Experience: 2+ years of proven experience in team handling, shift management, or acting as the designated point of contact for a small team.
4. Technical Proficiency: Hands-on experience and a solid understanding of major CRM and telephony tools (e.g., Salesforce, Zendesk, Freshdesk, Talkdesk, Genesys) and high proficiency with MS Office tools (Excel, Word, PowerPoint) for data reporting.
5. Core Mindset: Analytical thinker with a strict problem-solving orientation, deep empathy, sharp active listening skills, and a customer-first philosophy suited for a fast-paced environment.