Customer Experience Lead

Key Responsibilities:1. Customer Experience Management

• Develop and implement customer experience strategies aligned with company goals.
• Monitor and optimize each stage of the customer journey to ensure a seamless experience.
• Maintain customer satisfaction KPIs (CSAT, NPS, AHT, resolution time, etc.).
• Build strong relationships with customers by addressing escalations and complex queries.

2. Team Leadership & Development

• Supervise and mentor the customer support team.
• Conduct training sessions to elevate service quality and product knowledge.
• Manage daily operations, scheduling, and performance evaluations of the team.
• Set clear targets and monitor team performance.

3. Process Improvement & Quality Assurance

• Identify service gaps and propose improvement initiatives.
• Develop SOPs and ensure service compliance across the team.
• Conduct quality audits an...