Customer success lead

Company Description
Kicks Machine is India's fastest-growing multi-brand company specializing in sneakers, streetwear, and accessories. Founded in 2020, the brand draws inspiration from global street culture.
Role Description
We are looking for a Customer Experience Lead who will manage and mentor our support team while also working hands-on with customers. This is a working leadership role you will lead by example, ensure high service quality, and help build processes that improve the overall customer journey.
Handle customer queries and escalations via, Calls, Email, Live Chat, Instagram / Social Media DMs
Resolve complex or sensitive customer issues quickly and professionally
Ensure fast response times and high customer satisfaction
Lead and manage a team of 3–4 customer support associates
Monitor daily performance and ensure service quality standards
Conduct daily reporting and maintain team productivity dashboards
Perform hygiene checks to ensure proc...