Customer Experience Team Lead || Ctc Upto 15 Lacs

Hiring with a startup hyper-local rapid-delivery retail B2C platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.

Shift – Rotational Shifts & Rotational weekly off

Role type – 6 Days working

Role Overview :

We are looking for a Customer Experience Team Lead with 10+ 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.