Senior Associate- Customer Care

River; Bengaluru; On-site; INR 120,000 - 180,000; Full time

Job summary

River, a Bengaluru-based design company, seeks a Customer Care Leader to guide an omnichannel support team. You will mentor agents across email, chat, and phone, ensuring high-quality responses and adherence to SLAs in a fast-paced startup setting.

Ideal candidates bring 5-6 years in customer care, strong CRM tool skills (Salesforce, Zendesk, Freshdesk, Talkdesk, Genesys) and a customer-first mindset with data-driven communication styles.

Qualifications

• Excellent oral and written communication skills across email, chat and phone.
• 2+ years of team leadership or supervisory experience.
• Strong understanding of multichannel customer care processes and KPIs.
• Hands-on experience with CRM and telephony tools (Salesforce, Zendesk, Freshdesk, Talkdesk, Genesys).

Responsibilities

• Lead and mentor a team of customer care executives across email, chat and phone channels.
• Oversee SLA targets, queue management, and shift planning to ensure timely responses.
• Take ownership of escalated issues from start to finish.
• Coach the team, run quality audits, and deliver training sessions.
• Coordinate with Sales, Service, Engineering and Product to resolve issues.
• Monitor outbound activities like post-purchase reminders and service follow-ups.

Skills

Communication

Leadership

Omnichannel support

Customer-first mindset

Analytical skills

Tools

Salesforce

Zendesk

Freshdesk

Talkdesk

Genesys

MS Office

Job description

River is a design company building multi-utility products. We focus on livelihood and lifestyle to create tools for those who are independently carving a path for themselves.

Our signature two-wheeler, Indie – the SUV of Scooters, is built to be a dependable companion in getting things done.

We’re a 1000+ team headquartered in Bengaluru – backed by marquee international investors, with mobility-focused funds linked to Yamaha Motors, Al-Futtaim Automotive Group, Toyota VC, Trucks Venture Capital, Mitsui & Co. Ltd, Marubeni Ventures Inc., Lowercarbon Capital, and Maniv Mobility.

Key Responsibilities:

• Team Leadership: Lead, mentor, and monitor a team of customer care executives handling email, chat, and phone channels.
• SLA & Queue Management: Oversee the daily ticket queue, manage agent shifts, and ensure the team meets or exceeds defined SLA targets for response and resolution times.
• Escalation Management: Take direct ownership of high-priority, complex, or escalated customer cases from start to complete closure.
• Performance Coaching: Conduct regular quality audits, provide constructive feedback, and run training sessions to improve team performance and communication skills.
• Cross-Functional Coordination: Act as the primary liaison between the customer care team and internal departments (Sales, Service, Engineering, Product) to resolve deep-rooted issues.
• Outbound Campaign Oversight: Supervise and track team targets for outbound operations, including post-purchase feedback, service reminders, insurance renewals, and test drive scheduling.
• Data Documentation & Analysis: Ensure accurate and detailed case logging in the CRM, and analyze team performance data to report on key service metrics.
• Process & SOP Optimization: Identify recurring customer pain points and process bottlenecks to proactively design, update, and implement standard operating procedures (SOPs).
• Culture & Engagement: Drive a customer-first mindset within the team, keeping motivation and morale high in a fast-paced startup environment.
• Operational Support: Support additional customer care leadership activities, strategy implementation, and scaling tasks as required — the role is not limited to the above responsibilities

Ideal Candidate:

• Communication Mastery: Exceptional oral and written communication skills. The candidate must be equally adept at drafting professional, empathetic emails/chats and speaking confidently, clearly, and tactfully over the phone with high-value customers.
• Industry Experience: A minimum of 5–6 years of experience in a customer care omnichannel process (Voice, Email, and Chat Support), preferably within an e-commerce, automotive, or technology company.
• Leadership Experience: 2+ years of proven experience in team handling, shift management, or acting as the designated point of contact for a small team.
• Technical Proficiency: Hands-on experience and a solid understanding of major CRM and telephony tools (e.g., Salesforce, Zendesk, Freshdesk, Talkdesk, Genesys) and high proficiency with MS Office tools (Excel, Word, PowerPoint) for data reporting.
• Core Mindset: Analytical thinker with a strict problem-solving orientation, deep empathy, sharp active listening skills, and a customer-first philosophy suited for a fast-paced environment.