Drive Exceptional Customer Experiences as a Customer Service Operations Leader

4 days ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,20,00,000
Customer Service Operations Lead

We seek an experienced leader to manage our customer service operations, delivering exceptional experiences and shaping brand perception.

The ideal candidate will have a proven track record in leading customer care teams, strong leadership and coaching skills, excellent communication abilities, and the capacity to drive data-driven decision-making.

Key Responsibilities:

  • Develop and implement customer service strategies and standards aligned with our brand values.
  • Lead, mentor, and inspire the Customer Experience team, fostering a culture of accountability and excellence.
  • Set and track key performance indicators (KPIs) to monitor quality, efficiency, and customer satisfaction.
  • Ensure quick, empathetic, and effective resolution of customer concerns across various channels.
  • Oversee escalation management and ensure timely resolutions.
  • Maintain high service standards for returns, exchanges, and repairs.
  • Partner with cross-functional teams to act on customer feedback and improve offerings.
  • Represent the voice of the customer in leadership meetings, influencing decisions on product design, policies, and communication.
  • Analyse trends in customer queries, complaints, and satisfaction levels to inform strategic changes.
  • Implement tools, training, and processes to increase team efficiency and improve first-contact resolution rates.
  • Recruit, train, and retain top talent in the Customer Care team.
  • Conduct regular performance reviews and identify growth opportunities for team members.

What We're Looking For:

  • A proven track record (8–10 years) in leading customer care operations, preferably in D2C, premium retail, or e-commerce sectors.
  • Strong leadership, coaching, and interpersonal skills.
  • Excellent communication skills in English; multilingual proficiency is a plus.
  • Data-driven decision-making with strong problem-solving abilities.
  • Ability to thrive in a fast-paced, high-growth environment.

Why This Opportunity?

  • Lead the customer care function of a rapidly growing company.
  • Shape customer experiences and brand perception.
  • Work in an innovation-driven, customer-first culture.

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