Senior Customer Experience Manager

14 hours ago


Kottayam, Kerala, India beBeeLeadership Full time ₹ 45,00,000 - ₹ 82,50,000
Customer Service Team Lead Job Opportunity

We are looking for a seasoned and proactive leader to oversee our customer service team.

  • About the Role:
  • Job Description: The ideal candidate will manage daily operations, ensure high-quality service delivery, coach team members, and drive process improvements to enhance customer satisfaction.
  • Responsibilities:
  • Monitor and analyze key performance indicators (KPIs) such as volume, response times, and customer satisfaction metrics.
  • Manage the email and chat process 24/7, ensuring seamless customer support.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Collaborate with quality assurance 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.
  • E nsure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with internal stakeholders to coordinate pending and escalated issues.
  • Identify training and quality needs.
  • Drive employee engagement and recognition programs.
  • Conduct interviews to select the best candidates for the job profile.
  • Be flexible with work shifts, including nights and weekends if required.
  • 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 (e-commerce or service industries preferred).
  • 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.
  • Flexible with shifts and weekend support if needed.


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