Ocean Customer Experience Team Lead

About the role

We are looking for a customer-focused Team Leader to manage and develop a Customer Experience team supporting end-to-end Ocean customer service activities. The role is responsible for delivering agreed SLAs and KPIs, improving customer experience, driving operational excellence, and building a highly engaged and capable team.

What you'll do

• Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes
• Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards
• Monitor team performance, productivity, quality, customer experience, and operational metrics
• Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations
• Drive employee engagement through regular coaching, feedback, performance management, and development

What you need

• 3–6 yrs of experience
• Customer service
• Escalation handling
• Performance management
• SOP writing
• Employee engagement
• Problem solving
• Any graduate