TL- Customer Experience

1 week ago

Bengaluru, Karnataka, India Talentiser Full time

Hiring with
a hyper-local rapid-delivery retail platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.

Key Responsibilities:

Must have experience in managing a Chat process team.

● Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences.

● Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements.

● Develop team strategies to enhance productivity and quality in chat support.

● Handle escalated issues with empathy, quick resolution, and customer-first thinking.

● Conduct regular coaching, feedback sessions, and training for team development.

● Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements.

● Implement best practices in digital customer support and adopt automation where relevant.

● Drive employee engagement and foster a culture of accountability, collaboration, and growth. Key
Requirements:

● 10+ years of overall experience in customer service / customer experience roles.

●
Minimum 4 years of experience in leading chat process teams.

● Strong people management and team development skills.

● Hands-on expertise with customer support platforms and chat technologies.

● Excellent communication, conflict resolution, and problem-solving skills.

● Data-driven mindset with the ability to analyze reports and take strategic decisions.

● High adaptability to a fast-paced, customer-obsessed environment.

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