Team Leader, Customer Experience
On-siteHyderabad, Telangana, India
Job Summary
Lead a team of motivated individuals focused on customer success to deliver on operational KPIs. Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback. Establish and manage individual and team goals, communicate performance to stakeholders, and coordinate daily workflow to adjust resources for service level agreements. Operate as a Subject Matter Expert by creating, distributing, and presenting performance reports to identify trends and highlight improvement opportunities. Manage career growth and team performance while making tough decisions that balance quality and quantity. This role supports the Customer Experience center in Hyderabad, India, requiring bilingual Hindi and English skills and flexibility for shifts and holidays.
Required Qualifications
- Bachelor's degree or equivalent experience
- 2+ year or more of people management or team lead experience
- mind and talent for process improvement
- experience in pulling data and using data to influence your decisions
- knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)
- familiarity with working with large, diverse customer support, operations, and sales organizations
- flexibility to occasionally work shifts, holidays, and outside of standard schedule
- bilingual in Hindi and English
Desired Qualifications
- Google Sheets
- experience in the tech, restaurant, or logistics industries
- familiarity with working with large, diverse customer support, operations, and sales organizations
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