Customer Experience Team Lead || CTC Upto 15 Lacs

5 days ago


bangalore, India Talentiser Full time

Hiring with a startup hyper-local rapid-delivery retail B2C platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.Shift– Rotational Shifts & Rotational weekly offRole type – 6 Days working Role Overview: We are looking for a Customer Experience Team Lead with 10+ years of overall experience in customer service and a minimum of 4 years of proven expertise in handling chat process teams. The ideal candidate will be a people-focused leader with strong analytical skills and a track record of delivering outstanding customer satisfaction through digital-first support channels. Key Responsibilities: ● Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences. ● Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements. ● Develop team strategies to enhance productivity and quality in chat support. ● Handle escalated issues with empathy, quick resolution, and customer-first thinking. ● Conduct regular coaching, feedback sessions, and training for team development. ● Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements. ● Implement best practices in digital customer support and adopt automation where relevant.



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