Customer Care Lead ( Calicut, Kerala)

Job description : About Potafo :

At Potafo, our mission is simple — delighting customers every single day. As Kerala’s fastest-growing quick-commerce and food-tech brand, we believe our customer care team is the voice and heart of the company. To lead this critical function, we’re looking for a Customer Care Head who can inspire, manage, and elevate the customer support experience at scale.

What You’ll Do

• Lead the Team
• Manage, mentor, and motivate a growing customer care team.
• Create duty schedules and assign responsibilities for smooth 24 / 7 coverage.
• Train & Develop
• Conduct regular training sessions to upskill agents on product knowledge, communication, and problem-solving.
• Build a strong service culture within the team.
• Drive Service Excellence
• Ensure SLAs (response time, resolution rate, CSAT) are consistently met.
• Handle escalations and provide quick, customer-first resolutions.
• Listen to Customers
• Collect and track customer feedback across all channels.
• Identify pain points and initiate process improvements.
• Analyze & Report
• Review customer care data (tickets, calls, chats, & complaints).
• Present insights to leadership and recommend actionable strategies.
• Collaborate Cross-Functionally
• Work with Operations, Tech, and Marketing teams to resolve recurring issues.
• Align customer experience goals with business objectives.

What You’ll Need

What You’ll Get