Team Lead Customer Success

2 days ago

Bengaluru, Karnataka, India Supertails Full time ₹ 12,00,000 - ₹ 36,00,000 per year
  • Experience: 12 years in leading teams in e-commerce or customer support environments
  • Function: Customer Experience / Customer Support / Customer Success
  • About the role
  • Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team
  • This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels
  • Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven.
  • Key Responsibilities
  • Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat/email interactions with customers.
  • Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores
  • Conduct RCA for dips in performance.
  • Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals.
  • Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency.
  • Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs.
  • Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders.
  • Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics.
  • Requirement
  • 12 years of experience leading customer support or success teams in an e-commerce or D2C environment.
  • Proven experience in handling customer escalations and driving resolution excellence.
  • Strong understanding of the e-commerce customer journey from acquisition to post-sale support.
  • Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach.
  • Comfortable working in a fast-paced, agile environment with shifting priorities.
  • Excellent communication skills (verbal and written).
  • Good to have
  • Experience with CRM tools like Freshdesk, Zendesk, or similar.
  • Exposure to pet care, D2C wellness, or healthtech domains.
  • Strong analytical mindset to draw insights from support data.

  • Lead Customer Success Manager

    1 day ago

    Bengaluru, Karnataka, India ConvoZen Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job Description: Lead Customer Success Manager- , ConvoZen.AIAbout Us: is the world's largest brokerage-free real estate marketplace, dedicated to transforming the real estate experience with cutting-edge products. Founded by IIT Bombay, IIT Kanpur, and IIM Ahmedabad alumni in 2014, We've raised $366M from prominent investors like General Atlantic, Tiger...

  • Lead - Customer Success

    2 days ago

    Bengaluru, Karnataka, India Events by L Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Hello, Truecaller is calling you from, India Ready to pick up?Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.Top 20...

  • Lead - Customer Success

    5 days ago

    Bengaluru, Karnataka, India GoKwik Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About GoKwikGoKwik is a growth operating system empowering D2C and eCommerce brands across the funnel—from optimizing checkout and reducing RTOs to driving retention and post-purchase engagement. Today, we power 15,000 merchants globally, process over $2B+ in GMV, and are rapidly expanding across India, the UK, Europe, and the US. With backing from RTP...

  • Operations Team Lead

    1 week ago

    Bengaluru, Karnataka, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    MEGA Walk in DriveSTARTEK welcomes experienced professionals for the role of Team LeadYour Next Big Win: Lead Our GrowthHR Name - Alisha A.HR Contact Date of Interview - 12th November th November 2025Interview Location -Startek ITPL, 6th Floor, Explorer Building, Pattandur Agrahara, Whitefield, Bengaluru Interview Time - 12:30 PM -- 05:30 PM5 days working...

  • Customer Success

    3 days ago

    Bengaluru, Karnataka, India Simbian Inc Full time ₹ 2,10,000 - ₹ 4,20,000 per year

    Role Overview As Simbian's Customer Success Manager (CSM) for strategic accounts, you'll be the primary liaison for our largest and most important customer post -sales. This high -impact role blends elements of Customer Success, Technical Account Management, and Supportability Product Management. You will drive customers onboarding, champion their needs...

  • Customer Service Team Lead

    2 days ago

    Bengaluru, Karnataka, India Supertails Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Experience: 2+ years in leading teams in e-commerce or customer support environmentsFunction: Customer Experience / Customer SuccessAbout the Role -Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) teamThis role is crucial in ensuring a seamless customer experience from the first interaction to...

  • Customer Success Lead

    2 weeks ago

    Bengaluru, Karnataka, India BrowserStack Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Who are we and what do we do?BrowserStack is the world's leading cloud-based software testing platform, empowering over 50,000 customers—including Amazon, Microsoft, Meta, and Google—to deliver high-quality software at speed. Founded in 2011 by Ritesh Arora and Nakul Aggarwal, the company has grown to support more than two million tests daily across 22...

  • Head Customer Success

    1 day ago

    Bengaluru, Karnataka, India CareerFit Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job DescriptionJob Title: Head Customer Success (EV motors and Controllers)Reported By: Integration, Vehicle Validation & Service EngineersDepartment: Business Development Customer SuccessLocation: Bengaluru (with travel to customer sites as required)PurposeThe Head Customer Success will lead Company's customer-facing functions, ensuring seamless...

  • Customer Success

    3 days ago

    Bengaluru, Karnataka, India WaterScience Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role:Customer Success & Demo CoordinatorLocation:Mahadevapura, BangaloreRole Type:Full-time, 6 Days Onsite, Day ShiftExperience:1–2 yearsAbout Us:Founded in 2014, WaterScience is redefining non-drinking water filtration, serving 600,000+ homes and 2M+ users across India with sustainable shower and tap filters.About the Role:We're looking for aCustomer...

  • Customer Success Manager

    5 days ago

    Bengaluru, Karnataka, India WATI Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect...