Customer Service Team Lead

At Careismatic Brands we take pride in offering a curated selection of brands that span from

accessible quality to premium excellence. Our diverse portfolio of brands meets the medical

apparel needs of healthcare professionals around the world with the perfect blend of fabric,

design, fit, and functionality, all competitively priced with quality that exceeds industry

standards.

About the Role:

We're looking for an energetic and empathetic Customer Care Team Lead to oversee our D2C

support operations based in Pune. This role will lead a small but high-performing team of

Customer Care Agents dedicated to delivering exceptional experiences for our direct-toconsumer shoppers across global markets.

You'll act as both a coach and a problem-solver driving service excellence, improving

efficiency, and ensuring that every customer interaction reflects our brand's promise of care,

quality, and reliability.

Key Responsibilities:

Team Leadership: Manage and mentor a team of Customer Care Agents, providing

coaching, guidance, and regular performance feedback.

Customer Experience Excellence: Ensure timely, empathetic, and accurate resolution of

all D2C customer inquiries across channels (email, chat, and phone).

Performance Management: Monitor KPIs such as response time, first-contact resolution,

and customer satisfaction (CSAT/NPS).

Escalation Handling: Serve as the primary escalation point for complex or sensitive

customer cases.

Process Optimization: Identify and implement improvements in workflows, scripts, and

knowledge resources to increase efficiency and quality.

Cross-Functional Collaboration: Partner with Operations, Logistics, E-Commerce, and IT

teams to resolve systemic issues and improve the post-purchase experience.

Training & Onboarding: Lead onboarding and continuous training programs to ensure the

team is equipped with the latest product, system, and policy knowledge.

Reporting: Provide daily and weekly reports on service metrics, trends, and customer

insights to the leadership team.

Qualifications

• Bachelor's degree preferred (Business, Communications, or related field).
• 7+ years in customer care or service operations, with at least 3 year in a leadership role.
• Strong understanding of D2C e-commerce processes order flow, shipping, returns, and

CRM tools.

• Excellent communication and interpersonal skills.
• Proficient in Salesforce.
• Comfortable working in a fast-paced, global environment with cross-functional teams.
• English language skills required, Spanish beneficial.