Customer Experience Manager

6 days ago

Mysore, Karnataka, India beBeeTeamLead Full time ₹ 12,00,000 - ₹ 18,00,000

We are currently seeking a dedicated and skilled Team Lead to oversee our BLENDED PROCESS. The ideal candidate will be responsible for managing day-to-day operations, ensuring high service levels, coaching team members, and driving process improvements to enhance customer satisfaction.

Key Responsibilities:

  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage Email and Chat Process 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure Daily Agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with stakeholders to coordinate pending or escalation issues.
  • Identify Training and Quality needs.
  • Drive R&R and employee engagement.
  • Conduct interviews to select the best candidates to fit the job profile.
About You

We are looking for someone with excellent written communication, problem-solving, and people management skills. If you have strong experience in chat and email-based customer support, particularly in e-commerce or service industries, we want to hear from you.

You will be working in a fast-paced environment where you can utilize your ability to handle pressure, multitask, and lead teams effectively. A Bachelor's degree or equivalent work experience is required, along with a minimum of three years in customer service and at least one year in a leadership or supervisory role.

The ideal candidate will be familiar with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms and will have the flexibility to work rotational shifts, including night shifts.

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