Customer Care Manager

## About the Role We are seeking a highly experienced Customer Care Manager to lead our customer support team for our consumer electronics brand that we are about to launch in the next few months. This role is critical in setting up customer service operations from the ground up and ensuring a seamless, tech-driven experience for our customers. The ideal candidate will have at least 5-8 years of relevant experience in customer service leadership, specifically with expertise in creating and implementing processes that leverage the WhatsApp Chat API for customer service. As part of our new-age brand, you'll be instrumental in shaping our customer experience strategy and ensuring that our customer support is both innovative and efficient from day one. ## Key Responsibilities - Team Leadership: Lead, train, and mentor a customer support team, ensuring they are equipped with the tools and knowledge needed to provide exceptional service across multiple platforms. - Customer Experience Strategy: Develop and implement a customer service strategy that seamlessly integrates WhatsApp Chat API for real-time customer communication, aligning with the brand's innovative approach. - WhatsApp Chat API Integration: Create processes and workflows that leverage the WhatsApp Chat API to enhance the customer experience, improve response times, and increase customer satisfaction. Ensure the team is proficient in using this tool effectively. - Handle Escalated Issues: Manage and resolve escalated customer inquiries or complaints quickly, efficiently, and empathetically. - Performance Management: Track team performance against key customer service metrics such as resolution times, customer satisfaction, and response time. Provide feedback and guidance to ensure high performance. - Process Optimization: Continuously evaluate customer care processes and recommend improvements, especially in areas of digital communication, automation, and efficiency using tools like WhatsApp API. - Cross-Department Collaboration: Collaborate closely with marketing, product development, and operations teams to ensure that customer feedback is integrated into product improvements and to resolve issues promptly. - Reporting & Insights: Collect data on customer interactions, identify trends, and share actionable insights with senior management to drive improvements. - Launch Support: Assist in setting up customer care workflows, including WhatsApp-based customer service, prior to the product launch, ensuring all systems are ready for smooth customer interactions. ## Qualifications - Minimum of 5-8 years of experience in customer service, with a solid background in leading teams within a fast-paced, customer-focused industry such as consumer electronics or tech. - Strong experience creating and managing customer service processes that leverage WhatsApp Chat API and other digital communication tools. Automation and integration with CRM systems is highly preferred. - Proven ability to build and improve customer service strategies and workflows, using both traditional and digital channels. - Expertise in customer service software (e.g., Zendesk, Freshdesk, Salesforce) and CRM systems. - Exceptional communication and interpersonal skills, with the ability to manage customer relationships and handle difficult issues professionally. - Analytical mindset with experience in using customer data to inform decisions and process improvements. - Ability to train, motivate, and lead a high-performing team to meet key customer service goals. - Ability to manage multiple projects simultaneously and thrive in a fast-paced environment. ## Why Join Us - Be part of an innovative, forward-thinking brand in the consumer electronics industry. - Take a leadership role in shaping the customer service strategy for an exciting product launch. - Competitive salary and benefits package. - A collaborative work environment with opportunities for career growth. - Opportunity to build cutting-edge customer service processes using digital tools like WhatsApp.