About River:
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 responsibilitiesIdeal 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.
