We are hiring a Customer Care Lead to own and manage the entire customer care function of a fast-growing skincare retail brand.
This role is for someone who understands people, processes, and pressure. Someone who can lead agents, coordinate with the retail front desk, maintain brand tone, and ensure every customer interaction reflects excellence.
You will not just respond to customers, you will lead the customer care operation.
Key Responsibilities
Lead and manage customer care agents and retail front desk staff
Set customer service standards, tone of voice, and response protocols
Oversee customer communication across WhatsApp, Instagram, email, phone, and in-store
Handle escalations, complaints, refunds, and sensitive customer issues professionally
Train and retrain staff on customer service etiquette, CRM usage, and workflows
Monitor response time, resolution time, customer satisfaction, and team performance
Work closely with operations, logistics, and management to close customer feedback loops
Maintain proper documentation and customer records using CRM tools
Ensure consistency between online customer care and physical retail experience
Requirements
Minimum of 3 - 5 years experience in customer care or customer experience
At least 1 - 2 years in a lead, supervisory, or managerial customer service role
Experience working in retail, skincare, beauty, fashion, or high-volume consumer brands
Excellent spoken and written communication skills
Calm under pressure and emotionally intelligent
Strong leadership and people-management skills
Tech-savvy and confident using CRMs, helpdesk tools, and dashboards
Ability to train, correct, and improve team performance without micromanaging
Bonus (Not Mandatory)
Experience setting up or restructuring a customer care department
Experience with WhatsApp-based customer service at scale
Familiarity with Zoho, HubSpot, Freshdesk, Zendesk, or similar tools
What Success Looks Like in This Role
Faster response times
Fewer unresolved complaints
A confident, well-trained customer care team
Customers who feel heard, respected, and valued
Clear reporting and accountability