Farmer Care Lead

https://drone-port.in/; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Drone Port in Chennai, India seeks a seasoned customer care leader to build and run the care function from the ground up. You will author the playbook in English and Tamil and oversee the December opening on a telephone and a message queue before the console arrives in February.

You will hire and train Tamil-speaking executives, align telephone, messaging and in-app channels into one queue, and ensure grievances are not deflected by automation.

Qualifications

• 5–10 years in customer support or service operations, including leading a team.
• Fluent Tamil in speech, reading and writing, warm with rural customers.

Responsibilities

• Write the care playbook: what a first-line executive resolves, what escalates, what is a defect, and what a grievance is.
• Hold the rule that a grievance is never deflected by an automated answer.
• Stand up and test the channels — telephone, messaging and in-app — into one shared queue.

Skills

Tamil fluency

People leadership

Customer care strategy

Job description

The role

You are the farmer’s voice inside the company. You build the care function from the first two people up, you write the playbook in English and Tamil, and you run the December opening on a telephone and a message queue because the console does not arrive until February. Running it manually first is deliberate: it is how you will be able to tell a console that works from a console that demonstrates.

Key responsibilities

• Write the care playbook: what a first-line executive resolves alone, what escalates and to whom, what is a defect rather than a question, and what a grievance is
• Hold the rule that a grievance is never deflected by an automated answer
• Stand up and test the channels — telephone, messaging and in-app — into one shared queue before the first station serves a stranger
• Hire and train the first two Tamil-speaking executives
• Run the December opening on that channel stack, not on a console
• Hold the weekly care-and-engineering handover, and elevate only through the shared defect queue — care never gets a private line to a developer
• Receive and accept the care console at its February exam

Eligibility

• Five to ten years in customer support or service operations, including leading a team
• You have built a support function rather than only worked inside one
• Fluent Tamil in speech, reading and writing, and genuinely warm with rural customers
• Comfortable operating with almost no tooling in the early months
• Willing to visit stations and talk to farmers and pilots directly

What you get

• Ownership of the farmer relationship, and a direct line into what engineering builds next
• A team that grows on published triggers rather than on argument