At Careismatic Brands we take pride in offering a curated selection of brands that span from accessible quality to premium excellence. Our diverse portfolio of brands meets the medical apparel needs of healthcare professionals around the world with the perfect blend of fabric, design, fit, and functionality, all competitively priced with quality that exceeds industry We’re looking for an energetic and empathetic Customer Care Team Lead to oversee our D2C support operations based in Pune.

Customer Care

Agents dedicated to delivering exceptional experiences for our direct-toconsumer shoppers across global markets. You’ll act as both a coach and a problem-solver — driving service excellence, improving efficiency, and ensuring that every customer interaction reflects our brand’s promise of care, quality, and reliability.

Team Leadership: Manage and mentor a team of Customer Care Agents, providing coaching, guidance, and regular performance feedback.

Customer Experience Excellence: Ensure timely, empathetic, and accurate resolution of all D2C customer inquiries across channels (email, chat, and phone).

Performance Management: Monitor KPIs such as response time, first-contact resolution, knowledge resources to increase efficiency and quality. Partner with Operations, Logistics, E-Commerce, and IT teams to resolve systemic issues and improve the post-purchase experience.

Training & Onboarding: Lead onboarding and continuous training programs to ensure the team is equipped with the latest product, system, and policy knowledge. Provide daily and weekly reports on service metrics, trends, and customer Bachelor’s degree preferred (Business, Communications, or related field). ~7+ years in customer care or service operations, with at least 3 year in a leadership role. ~ Strong understanding of D2C e-commerce processes — order flow, shipping, returns, and CRM tools. Proficient in Salesforce. English language skills required, Spanish beneficial.