Team Lead - Customer Experience

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

• 2–5 yrs of experience
• CRM
• Customer service
• Escalation handling
• Communication
• Data privacy
• Any graduate

What you get

• ₹7 L–₹9 L a year