Customer Experience Team Lead
2 days ago
Hiring with a startup
hyper-local rapid-delivery retail B2C platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.
Shift
– Rotational Shifts & Rotational weekly off
Role type
– 6 Days working
Role Overview:
We are looking for a Customer Experience Team Lead with 10+ years of overall experience in customer service and a minimum of 4 years of proven expertise in handling
chat process teams.
The ideal candidate will be a people-focused leader with strong analytical skills and a track record of delivering outstanding customer satisfaction through digital-first support channels. Key
Responsibilities
:
● 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.
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