Job Description

Role Overview:We are looking for a hands-on Customer Care Team Leader who can guide a team of customer care executives while ensuring every interaction reflects our brand promise. Your role will be crucial in driving customer happiness, retention, and loyalty. An opportunity to grow with a rising niche consumer brand. Key Responsibilities: • Lead and mentor a team of customer care executives (calls, WhatsApp, social media DMs, and emails). • Monitor team KPIs including First Response Time (FRT), Resolution Time, CSAT, and Escalation Rate. • Personally handle escalated cases to ensure customer delight. • Conduct weekly coaching sessions and feedback huddles. • Collaborate with Operations, Dispatch, and Product teams to resolve recurring customer issues. • Analyze customer feedback to suggest improvements in product or service. • Maintain team attendance, schedule adherence, and daily productivity. • Prepare weekly reports on team performance and customer insights. What We’re Looking For: • 2-5 years of experience in customer care, with 1+ year leading a team (preferably in a consumer product or D2C brand). • Strong grasp of customer service KPIs like CSAT, FRT, Resolution Time. • Comfortable managing customer queries across phone, WhatsApp, social media, and emails. • Excellent people management and coaching skills. • Ability to stay calm and solution-oriented in high-pressure situations. • Experience handling premium or brand-sensitive customers is a plus. Apply Now!If you’re passionate about leading teams and turning every customer into a happy brand advocate, we’d love to meet you! About Us5minutes is into delivering fresh, preservative-free loaves daily across Mumbai. We’re redefining the bread distribution game with unmatched freshness, quality, taste and timing.