Customer Service Representative

Role Overview

We are looking for a Customer Experience Team Lead with 7+ years of overall experience in customer service and a minimum of 4 years of proven expertise in handling chat process teams. The ideal candidate will be a people-focused leader with strong analytical skills and a track record of delivering outstanding customer satisfaction through digital-first support channels.

Key Responsibilities

Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences

Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements

Develop team strategies to enhance productivity and quality in chat support

Handle escalated issues with empathy, quick resolution, and customer-first thinking

Conduct regular coaching, feedback sessions, and training for team development

Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements

Implement best practices in digital customer support and adopt automation where relevant

Drive employee engagement and foster a culture of accountability, collaboration, and growth

Requirements

7+ years of overall experience in customer service / customer experience roles

Minimum 4 years of experience in leading chat process teams

Strong people management and team development skills

Hands-on expertise with customer support platforms and chat technologies

Excellent communication, conflict resolution, and problem-solving skills

Data-driven mindset with the ability to analyze reports and take strategic decisions

High adaptability to a fast-paced, customer-obsessed environment

Mandatory Requirements

7+ years of overall experience in customer service / customer experience roles

Minimum 4 years of experience in leading chat process teams

Strong people management and team development skills

Hands-on expertise with customer support platforms and chat technologies

Excellent communication, conflict resolution, and problem-solving skills

Data-driven mindset with the ability to analyze reports and take strategic decisions

High adaptability to a fast-paced, customer-obsessed environment