Customer Experience Lead

To lead and optimize customer experience operations by ensuring efficient support service delivery across all channels, enhancing customer satisfaction through continuous process improvements, managing and developing support teams, strengthening post-purchase experiences, and leveraging customer insights and performance data to drive operational excellence and strategic decision-making.

Job Description:

- Oversee end-to-end customer support operations across call and digital channels, ensuring SLA compliance (response time, resolution time, abandonment rate).

- Improve key CX metrics including First Call Resolution (FCR), CSAT/NPS, AHT, and reduce repeat contacts through process optimization.

- Lead customer feedback analysis across all channels (calls, WhatsApp, social media, email) and convert insights into actionable improvements for operations, logistics, procurement, and marketing.

- Manage and develop support teams (agents, TLs, QA) through coaching, call audits, SOPs, escalation frameworks, and performance improvement plans.

- Strengthen post-purchase experience by coordinating with logistics and courier partners, improving delivery, returns/refunds, and reducing churn drivers.

- Drive reporting and strategy via daily/weekly CX dashboards, highlighting complaint trends, delivery issues, and performance metrics with leadership recommendations.

Requirements:

- Proven experience in Customer Experience (CX), Customer Support, Contact Center, or Customer Service Operations.

- Strong knowledge of customer service KPIs and metrics, including SLA, FCR, CSAT/NPS, AHT, and complaint management.

- Demonstrated leadership experience in managing and developing teams, including Team Leaders, Customer Support Agents, and Quality Assurance personnel.

- Strong analytical and problem-solving skills with the ability to translate customer feedback into actionable improvements.

- Proficiency in preparing reports, dashboards, and presentations using MS Office and customer service systems/CRM platforms.

- Ability to work in a fast-paced environment and drive continuous improvement initiatives.

Qualifications:

- Bachelor’s degree in business administration, Marketing, Management, Communications, or a related field.

- Minimum experience at least 4–6 years of relevant experience in customer service/customer experience operations, with at least 2–3 years in a supervisory or managerial role.

Work Location: In person