Customer Support Team Leader

Job title: CRM Lead

Department: CRM

Reports to: CEO/MD

Location: Indiranagar, Bangalore (On-site)

Role Overview:

At Origin Fresh, CRM is not a support function, it’s a growth and trust engine.

We’re looking for a CRM Lead who doesn’t just resolve customer issues, but actively reimagines how we serve our customers post-order. This role is for someone who takes complete ownership of the CRM function, leads from the front, and continuously comes up with creative, scalable ideas to improve customer experience, efficiency, and loyalty.

⚠️ Important: This is not a role for someone who only wants to “handle tickets” or manage day-to-day support mechanically. We’re looking for a problem-solver, system-builder, and team owner who constantly asks: “How can we do this better?”

• What You’ll OwnThe entire CRM ecosystem : people, processes, tools, metrics, and outcomes
• A team of Customer Support Executives, ensuring they operate with empathy, speed, and accountability
• End-to-end customer journeys across calls, WhatsApp, chat, and email from first complaint to final resolution
• Customer experience metrics such as CSAT, SLA adherence, repeat issues, and resolution TAT
• What You’ll DoLead and mentor the CRM team, setting clear expectations on quality, tone, ownership, and productivity
• Act as the final escalation point for complex or high-impact customer issues
• Go beyond firefighting. Analyze recurring issues, identify root causes, and drive long-term fixes
• Partner closely with operations, delivery, warehouse, finance, and tech teams to reduce customer pain points at the source
• Design and continuously improve CRM workflows, SOPs, escalation matrices, and automation
• Introduce creative ideas such as proactive customer communication, smarter ticket categorization, service recovery playbooks, loyalty nudges, or process hacks that genuinely improve experience
• Use CRM data and reports to spot trends and convert insights into actionable improvements
• Ensure accurate ticket logging, reporting, and hygiene within CRM tools
• Manage shift planning and ensure seamless coverage (6-day working with rotational offs)
• Support hiring, onboarding, and training as the CRM function scales
• What We Expect from You (Very Clearly) You own outcomes, not just tasks
•  You question broken processes instead of accepting them
•  You come with ideas and the ability to execute them
•  You treat CRM as a strategic function, not a call center

This role is NOT for someone who

• Only wants to close tickets and move on
• Avoids accountability or decision-making
• Waits for instructions instead of proposing improvements
• Sees CRM as a reactive support role
• Requirements & SkillsGraduate in any discipline (MBA or relevant certification is a plus)
• 3-5 years of experience in CRM / customer support, with at least 1-2 years in a managerial role
• Experience in D2C, FMCG, food delivery, or e-commerce is strongly preferred
• Strong communication skills (English + Hindi; regional language is a bonus)
• Hands-on experience with CRM tools, ticketing platforms, Excel/Google Sheets, and WhatsApp-based support systems
• Data-driven, structured thinker with strong problem-solving ability
• Comfortable in fast-paced, high-growth environments where things evolve quickly
• What Success Looks Like in This RoleFaster resolutions with fewer escalations
• Happier customers who feel heard and cared for
• A confident, empowered CRM team
• Fewer repeat issues due to proactive fixes
• A CRM function that adds visible value to the business