Team Lead - Customer Experience
BengaluruFull-time2–5 yrs7 L–₹9 L a yearPosted 3 weeks ago
Mid-level customer support role at Jobs at Olyv in Bengaluru. Needs 2+ years and a degree. Pays ₹7–9 LPA.
About the role
We are looking for a customer-focused and results-oriented Team Lead – Customer Experience to lead a team of customer experience executives, drive operational performance, and ensure high customer satisfaction. The ideal candidate should have strong leadership, communication, problem-solving, and escalation-management skills, preferably with experience in fintech, NBFC, banking, or digital lending.
What you'll do
- Customer Experience Management: Ensure timely and effective resolution of customer queries, complaints, and service requests
- Process Optimization: Identify recurring customer issues and recommend process improvements to enhance customer experience
- Reporting and Analysis: Prepare daily, weekly, and monthly performance reports and share actionable insights with management
- Training and Development: Support onboarding, conduct coaching sessions, and identify development needs to improve team performance
What you need
- CRM
- Customer service
- Escalation handling
- Communication
- Data privacy