Team Lead, Customer Experience
Bengaluru, PuneFull-time5–8 yrsPosted open since feb 2026
Senior customer support role at Multiplier Technologies in Bengaluru and Pune. Needs 5–8 years.
About the role
We are seeking a highly analytical and proactive Team Lead, Customer Experience to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions. In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes.
What you'll do
- Global Knowledge & Process Ownership
- Act as the go-to expert for process and policy-related queries across global teams
- Ensure consistency and standardization of workflows across regions
- Analyze monthly operational and QA performance data to identify trends and gaps
- Recommend and implement scalable, process-driven solutions to reduce recurring issues
What you need
- Incident response
- Escalation handling
- Communication
- SOP writing
Good to have
- CRM
- Ticketing tools
- Zendesk
- HR operations
- HRMS
- Salesforce