Team Lead – Customer Care

INDmoney · Gandhinagar

Source and collection record

Last observed by our collector: 8 October 2026 at 11:34 pm IST. This is not a manual review or a confirmation from the employer.

Employer requisition: 4472719010

Job type and experience labels are automated discovery categories. The employer determines eligibility. Retained employer experience wording: 4-7 years.

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Retained employer experience wording: 4-7 yearsAttendance and availability: I checked the employer page for work location, office attendance, start date and duration.Current requisition: I checked the current employer requisition and its application requirements.

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Collected role description

Role Overview We're looking for a Team Lead – Customer Care to lead a team of customer support executives, ensure high service quality, and drive resolution efficiency across voice, chat, and email channels. This is an ownership-driven operations role suited for someone with strong leadership instincts and a passion for customer experience. Key Responsibilities Lead, mentor, and manage a team of customer care executives handling user queries across calls, chat, and email Monitor daily team performance against KPIs — TAT, CSAT, first-call resolution, AHT, and escalation rates Handle escalated or complex customer issues requiring senior intervention Prepare and present performance reports/dashboards to management on a daily/weekly/monthly basis Identify recurring customer pain points and work with product/ops teams to drive process improvements Drive training and onboarding for new team members Ensure adherence to compliance, data security, and regulatory requirements (especially relevant for financial services) Foster a positive, high-performance team culture Work Schedule 6 days working from office (GIFT City, Gandhinagar) Week off is rotational between Saturday and Sunday — candidates should be comfortable working on weekends as per roster Requirements 4–7 years of experience in customer service/support, with at least 1–2 years in a team lead or supervisory role Prior experience in BFSI, fintech, or a related regulated industry preferred Strong communication skills Proven ability to manage and motivate a team in a fast-paced environment Data-driven approach with hands-on experience using CRM/helpdesk tools (Freshdesk, Zendesk, etc.) and MIS/reporting Strong problem-solving skills and ability to handle escalations calmly and effectively Graduate degree in any discipline; MBA preferred but not mandatory Willingness to work 6 days a week from office, with rotational weekend offs, and in shifts as required Show more Show less Seniority level Mid-Senior level Employment type Full-time Industries Financial Services Referrals increase your chances of interviewing at INDmoney by 2x See who you know Get notified about new Customer Care Team Lead jobs in Gandhinagar, Gujarat, India . Sign in to create job alert

Collected experience requirement

4-7 years