Customer Experience Strategist

2 days ago

Pune, Maharashtra, India beBeeLeader Full time ₹ 4,00,000 - ₹ 8,00,000
Customer Experience Lead

Lead day-to-day support operations, ensuring timely and effective responses across all channels.

Key Responsibilities:
  • Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.
  • Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.
  • Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.
  • Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.
  • Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.
  • Support onboarding and retention, ensuring users have the guidance they need during key milestones.

Requirements:

  • 4+ years in customer support or technical support, with at least 1–2 years in a lead or senior role (preferably in SaaS/startups).
  • Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.
  • Experience with tools like Intercom or Zendesk.
  • Analytical mindset—you track performance, identify bottlenecks, and optimize for efficiency.
  • A passion for improving customer experience and contributing to product and process enhancements.

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