Telecalling Team Leader

Overview We are looking for a dynamic and customer-obsessed Customer Success Lead to head our customer care operations and guide a small but high-performing support team. This hybrid role blends leadership with hands-on service, ensuring every customer interaction is seamless, empathetic, and delightful. Key Responsibilities ● Lead, motivate, and support a team of Customer Care Executives. ● Monitor call flow, resolution quality, SLAs, and team KPIs. ● Handle complex, sensitive, and escalated customer issues directly. ● Mentor, train, and onboard new team members for optimal performance. ● Analyze trends from customer interactions to improve service quality and processes. ● Actively participate in day-to-day customer support operations. ● Manage and process refunds accurately and within defined timelines. ● Ensure all customer grievances are addressed promptly and effectively. ● Collect, manage, and act on customer feedback for continuous improvement. ● Use ticketing and CRM platforms efficiently to track, prioritize, and resolve issues. ● Prepare and share regular performance and issue reports with the Operations Manager. What We Offer ● Team performance-based bonuses. ● Recognition and rewards for improving customer satisfaction and sentiment. ● Additional incentives for attending and facilitating weekend events. ● Occasional bonuses for securing direct customer orders personally. ● Opportunity to grow into larger operations and leadership roles. Requirements ● 2–3 years of experience in customer care, including team supervision or lead roles. ● Strong communication, conflict resolution, and people leadership skills. ● Hands-on experience with CRM tools and ticketing systems. ● Fluency in English and Telugu or Hindi. ● Comfortable working in rotational shifts and fast-paced retail environments. Join Country Chicken Co. and be part of a revolution in healthy, naturally raised meat retail. Your leadership and customer-first mindset can be the reason our customers stay loyal for life.