Team Lead - B2C

Company Description

VehicleCare is revolutionizing motor insurance claims in India by building a comprehensive motor claims fulfillment platform. By managing the repair ecosystem end-to-end, we deliver predictable, transparent, and reliable claim outcomes for customers. Partnering with independent workshops, insurers, and brokers, we streamline repair processes, enforce quality benchmarks, and ensure timely claim settlement. Through technology-driven operations, we focus on providing a faster and fairer claims experience while maintaining cost control and transparency. With a steadfast commitment to execution and trust, we are redefining motor claims management.

Role Description

This is a full-time, on-site position located in Gurugram for a Team Lead - B2C. The Team Lead will oversee and manage a team focused on B2C operations, including setting performance benchmarks, ensuring process adherence, and driving operational excellence. The role involves building strong customer relationships, closely monitoring service delivery, and resolving escalations to ensure an exceptional customer experience. You will also collaborate with cross-functional teams to optimize processes and contribute to the overall growth of the business.

Key Responsibilities

Lead and manage a team of 10+ service advisors/operations executives

Oversee daily operations of car service and repair workflows

Ensure high-quality service delivery and customer satisfaction

Monitor team performance, productivity, and turnaround time (TAT)

Maintain and analyze operational reports using Excel and internal tools

Identify gaps in operations and implement process improvements

Coordinate with workshops, vendors, and internal teams for smooth execution

Handle escalations and ensure quick resolution of customer issues

Train, mentor, and develop team members for better performance

Drive adherence to company SOPs and service standards

Requirements

Minimum 4+ years of experience in car service, repair, or automotive operations

Prior experience in a similar role/industry (auto service, workshop management,

aggregator platforms)

Proven experience managing a team of at least 10 people

Strong working knowledge of Excel (reporting, tracking, dashboards)

Good understanding of service workflows, job cards, and repair processes

Strong analytical and problem-solving skills

Excellent communication and leadership abilities

Preferred Qualifications

Experience with auto-tech platforms or multi-workshop operations

Exposure to CRM/ERP systems in automotive service

Data-driven decision-making mindset

What We Offer

Opportunity to work in a high-growth auto-tech startup

Ownership-driven role with real impact

Fast-paced learning and career growth

Collaborative and performance-focused environment

How to Apply - Drop your CV at hr@vehiclecare.in