Customer Experience Lead

17 hours ago


Puducherry, Puducherry, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 25,00,000

Job Title:

Customer Experience Lead

About the Role:

  • We are seeking a highly skilled and experienced professional to lead our customer support team.

Responsibilities:

  1. Strategic Planning: Develop and implement a global strategy for customer support that aligns with our company's vision.
  2. Process Improvement: Build Standard Operating Procedures (SOPs) to ensure quick resolution and consistent experiences across all touchpoints.
  3. Team Leadership: Lead, mentor, and scale a global team of 50+ support agents and team leads across EMEA and APAC.

Performance Metrics:

  1. KPIs: Define Key Performance Indicators (KPIs) to measure team performance.
  2. Regular Reviews: Raise regular performance reviews to drive accountability.

Innovation and Efficiency:

  1. Process Optimization: Streamline processes to improve efficiency and reduce bottlenecks.
  2. Automation Opportunities: Explore automation opportunities to enhance customer support.


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