Customer Experience Lead

4 hours ago

Gurgaon, Haryana, India Perfora Care Full time ₹ 8,00,000 - ₹ 10,00,000 per year

Location: Gurugram

Experience: 2–5 years

Department: Customer Experience / Operations

We are looking for a Customer Experience Lead to manage and elevate our customer support function. The role involves leading a team, ensuring high-quality customer interactions, resolving escalations efficiently, and continuously improving the customer journey across channels.

Key Responsibilities:

  • Lead, mentor, and manage the CX team to deliver exceptional customer support.
  • Monitor and improve key CX metrics such as NPS, CSAT, and resolution time.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with Operations, Logistics, and Product teams to enhance the overall customer journey.
  • Analyze customer feedback and data to identify trends and areas for improvement.
  • Implement and optimize CRM tools and processes for better efficiency.
  • Develop and execute strategies to improve team performance and customer satisfaction.

Requirements:

  • 2–5 years of experience in Customer Experience / Customer Support / Operations, preferably in D2C or E-commerce.
  • Strong leadership, team management, and communication skills.
  • Analytical mindset with experience in data-driven decision-making.
  • Familiarity with CRM tools such as Zendesk, Freshdesk, or similar.
  • Ability to manage escalations and complex customer scenarios.
  • Proactive problem-solving skills and process improvement orientation.

About Perfora:

Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then.

Perfora is backed by marquee institutional investors like RPSG Capital Ventures, , Lotus Herbals Family Office, Shiprocket Ventures, and celebrated entrepreneurs.

You can read more about the brand on the website -

Perfora is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Permanent

Pay: ₹800, ₹1,000,000.00 per year

Work Location: In person

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