Team Lead – Customer Care

Location

Bengaluru, Karnataka, India

Salary

Not specified

Company

Akash pawar

Job description

### Role & Company / Project Overview BrightCHAMPS is hiring an experienced Team Lead – Customer Care to drive customer care operations, focusing on customer retention, refunds, and escalations. ### Key Responsibilities & Daily Duties • Lead and manage the customer care team to achieve performance targets. • Handle complex customer escalations, refund requests, and retention cases. • Monitor KPIs such as CSAT, SLA, resolution time, and retention rate. • Identify recurring customer issues and implement process improvements. • Coach team members to improve productivity and customer experience. ### Required Qualifications, Skills & Experience • Relevant experience in customer care / operations leadership. • Strong team management and communication skills. • Experience handling customer escalations, refunds, and retention. • Ability to analyze performance metrics and drive operational improvements. ### Working Hours, Shifts & Location Details • Work Mode: Work from Office • Location: HSR Layout, Bengaluru, Karnataka, India ### Application Instructions Interested candidates can share their resumes or reach out directly to apply as outlined in the official posting.