Company: White Placard Mobility Private Limited
Job Title: Team Lead – Customer Care
Experience: 4+ Years
Location: Onsite Ranchi, Jharkhand
Employment Type: Full-time
About the Role
We are looking for a proactive and customer-focused Team Lead – Customer Care to manage daily customer support operations for our EV Cab services. The candidate will lead the support team, handle escalations, ensure service quality, and drive an excellent customer experience in a fast-paced technology-driven environment.
Key Responsibilities
Team Management & Leadership
- Lead, supervise, and motivate the Customer Care team to achieve operational and service excellence goals.
- Monitor daily team performance, productivity, attendance, and adherence to KPIs and SLAs.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Support hiring, onboarding, and training of new customer care executives.
- Create a positive and performance-oriented work environment.
Customer Support Operations
- Ensure prompt and professional resolution of customer and driver partner queries through calls, emails, chats, and support tickets.
- Handle critical customer escalations and provide effective resolutions within defined timelines.
- Monitor customer interactions to maintain service quality and compliance standards.
- Coordinate with operations, fleet, technology, and finance teams for issue resolution.
Process Improvement & Reporting
- Identify recurring issues and recommend process improvements to enhance customer experience.
- Analyse customer feedback, complaints, and operational reports to improve service delivery.
- Prepare daily, weekly, and monthly MIS reports related to customer support metrics.
- Ensure adherence to company policies, SOPs, and customer service guidelines.
Quality & Customer Experience
- Maintain high customer satisfaction (CSAT) and service quality standards.
- Ensure customer issues are resolved with empathy, professionalism, and efficiency.
- Drive initiatives to improve response time, resolution quality, and overall customer experience.
Key Skills & Competencies
- Strong leadership and people management skills.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to manage customer escalations effectively.
- Knowledge of customer support operations and service metrics.
- Good analytical and reporting skills.
- Ability to work in a fast-paced, target-driven environment.
- Proficiency in CRM software, ticketing tools, and MS Office.
Preferred Qualifications
- Bachelor’s degree in any discipline.
- 4+ years of experience in Customer Support / Customer Service operations.
- Minimum 2 years of experience in team handling or supervisory role.
- Experience in EV mobility, transportation, logistics, ride-hailing, BPO, or technology service industry will be preferred.
What We Offer
- Opportunity to work in a fast-growing EV mobility and technology environment.
- Career growth and leadership opportunities.
- Opportunities for professional development and career advancement.
- Collaborative and supportive work environment.
How to Apply:
We are an equal opportunity employer and value diversity in our team. We encourage all qualified individuals to apply. Please submit your resume for this role to [email protected].
Pay: From ₹20,000.00 per month
Work Location: In person
