Customer Care Lead

Location: Remote / On-site

Job Type: Full-time

Experience Required: 4–8 years (Minimum 2 years in a Team Lead/Manager role)

About the Role

We are looking for a Customer Care Lead who can build strong customer support systems, manage and audit the CC team, and implement automation to improve overall efficiency. You will be responsible for leading the customer care function, improving customer satisfaction, and ensuring smooth post-purchase experience for our customers.

This role is ideal for someone who has strong experience in E-commerce / D2C operations, understands customer expectations, and can turn data into actionable strategies.

Key Responsibilities

Team Management & Performance Audits

• Lead the customer care team across email, chat, WhatsApp, and social channels.
• Conduct regular QA audits of calls, chats, and tickets.
• Create and manage agent scorecards and productivity reports.
• Identify training needs and improve team efficiency.

Customer Experience & Operations

• Own the end-to-end post-purchase journey:
• Order tracking
• Delayed/Lost shipments
• Returns & exchanges
• Refund requests
• Product complaints (damages, sizing, quality)
• Work closely with Logistics, Warehouse, and Product teams.
• Implement strong SOPs and escalation workflows.

Automation & Process Improvement

• Build automated workflows using tools like Freshdesk, Zendesk, Gorgias, or similar.
• Implement WhatsApp automation for order updates, FAQs, tracking, and issue resolution.
• Create self-serve solutions including Help Center, FAQ automation, and return/exchange portals.
• Reduce manual customer support load through AI, macros, and smart routing.

Reporting & Insights

• Develop weekly and monthly analytics dashboards.
• Track key metrics such as CSAT, FRT, AHT, resolution time, and backlog.
• Analyze customer complaints, identify trends, and recommend improvements.
• Share actionable insights with management.

Required Skills & Experience

• 4–8 years of experience in Customer Support or Customer Experience.
• Minimum 2 years in a leadership/managerial role within an E-commerce or D2C brand.
• Strong knowledge of helpdesk tools: Freshdesk, Zendesk, Gorgias, Intercom, etc.
• Experience with automation workflows (WhatsApp, Chatbots, CRM rules, macros).
• Excellent communication and problem-solving skills.
• Strong analytical mindset with experience in reporting and QA auditing.
• Ability to work cross-functionally with logistics, warehouse, and product teams.

Key KPIs for This Role

• CSAT score improvement
• Lower First Response Time (FRT)
• Lower Resolution Time
• Reduction in ticket backlog
• Increased automation rate for common queries
• Faster refunds, returns & exchange workflows

Why Join Us?

• Fast-growing D2C brand
• Ownership of customer care function
• Opportunity to build automation and CX systems
• Collaborative and high-energy work environment
• Competitive salary and performance incentives