Customer Care Team Lead

ROLE

We run an online milk subscription service with early morning doorstep delivery across Indore and Bhopal. We are looking for a Customer Operations Team Lead who owns churn, collections, and subscriber experience end-to-end. This is a high-accountability role you hold the numbers, build SOPs, and drive results directly.

WHAT YOU WILL OWN

Customer Care Operations Lead the team from 7 AM through the daily surge of delivery complaints, quality issues, and subscription changes. No query left unresolved past the morning window.

Churn Management Full ownership. Identify at-risk subscribers early, execute save strategies, track monthly cohorts, and run win-back campaigns for cancelled accounts.

Collections Recover overdue payments (online and cash) within defined timelines. Coordinate with field collection supervisors at our Indore and Bhopal hubs for on-ground recovery where remote follow-up has not worked.

Team Coaching & Performance Daily coaching on save conversations, payment recovery, and query handling. Own AHT, FCR, and CSAT across the team.

Field Coordination Brief field retention supervisors on at-risk accounts needing in-person visits. Track outcomes and feed learnings back into the remote save playbook.

Cash-to-Digital Migration Convert cash-paying subscribers to UPI or auto-debit. This is a standing monthly KPI, not a one-time drive. Reducing cash dependency is a core business goal.

YOU SHOULD HAVE

• 5+ years in B2C customer service subscription businesses (FMCG distribution, DTH, broadband, EdTech, or similar) strongly preferred
• Proven experience managing both digital and cash-based payment collection with household customers
• A track record of running retention programmes — spotting churn signals early and retaining subscribers before they cancel
• Team lead experience with hands-on coaching and daily metric ownership
• CRM fluency and comfort reading churn and collection data to make decisions
• High emotional intelligence — able to handle billing disputes, quality complaints, and team coaching in the same morning without losing composure
• Hindi fluency essential; working proficiency in English required

HOW YOU WILL BE MEASURED

• Retention rate: 80%+ of identified at-risk subscribers retained monthly
• Collection efficiency: 95%+ of 0–30 day overdue accounts recovered on time
• CSAT: 85% and above on resolved queries
• First Contact Resolution (FCR): 70%+