Customer Care Team Lead

Customer Care Team Lead

will manage a team of representatives responsible for the end-to-end customer journey from handling daily delivery queries and billing disputes to executing payment recovery and "save" strategies for churned subscribers. You will ensure the team delivers empathetic service while meeting aggressive retention and collection targets.

Key Responsibilities

• Query & Escalation Management: Resolve high-priority issues related to delivery delays, product quality and app-based subscription adjustments.
• Payment Collection & Billing: Oversee the recovery of online & cash payments and manage the manual collection process for overdue accounts while maintaining a positive customer relationship.
• Retention & "Save" Strategies: Coach agents on identifying "at-risk" customers (e.g., frequent delivery pauses) and using persuasive techniques or offers to prevent cancellations.
• Team Performance & Coaching: Monitor daily metrics such as Average Handle Time (AHT) and First Contact Resolution (FCR) to provide real-time feedback and training.
• Field Team Coordination: coordinate with field team to ensure timely delivery, reduce recurring delivery errors, timely collection & improve the overall subscription experience.

Required Skills & Qualifications

• Industry Experience: 5+ years in B2C customer service, ideally in subscription-based services.
• Negotiation & Persuasion: Proven ability to handle difficult conversations regarding payments and to successfully "win back" customers.
• Technical Proficiency: Skilled in using CRM software and subscription billing platforms.
• Analytical Mindset: Ability to interpret churn data and collection reports to drive operations.
• Soft Skills: Exceptional empathy and patience, particularly when dealing with household customers during early morning service gaps.

Success Metrics (KPIs)

• Retention Rate: Percentage of at-risk subscribers successfully retained each month.
• Collection Efficiency: Percentage of outstanding arrears recovered within defined timelines.
• Customer Satisfaction (CSAT): Maintaining a high rating (e.g., 85%+) for resolved queries.
• Resolution Speed: Average time to resolve delivery or billing disputes