Customer Experience Team Leader

4 days ago

Cochin, Kerala, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title: Team Lead - Customer Experience

Our organization is seeking a highly skilled and experienced team lead to oversee the management of our customer service operations. The ideal candidate will possess excellent leadership skills, be proactive in managing daily operations, and have a proven track record of driving process improvements to enhance customer satisfaction.

Key Responsibilities:
  • Oversee daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7, ensuring seamless communication with customers.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently, ensuring high levels of customer satisfaction.
  • Work closely with quality assurance and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance to meet business needs.
  • Analyze team performance reports and generate actionable insights for optimization, driving business growth.
  • Ensure daily agent productivity targets are met, contributing to the overall success of the team.
  • Contribute to knowledge base development and continuous process improvement, enhancing the customer experience.
  • Communicate effectively with warehouse teams to coordinate pending or escalation issues, ensuring seamless collaboration.
  • Identify training and quality needs, developing targeted solutions to improve performance.
  • Drive employee engagement and retention initiatives, fostering a positive work environment.
  • Participate in interviews to select the best candidates to fit the job profile, ensuring a strong team dynamic.
  • Be open to working rotational shifts, including night shifts, to meet business demands.
Requirements:
  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support, preferably in e-commerce or service industries.
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
  • Flexibility with shifts and weekend support if needed.

Benefits: Competitive salary, comprehensive benefits package, and opportunities for career advancement.

What We Offer: A dynamic and supportive work environment, cutting-edge technology, and a collaborative team spirit.

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