Customer Service Team Lead

What you'll do:

• Lead and manage the Customer Care Executive and Customer Delight Officer teams, driving performance across resolution, retention, and upsell metrics
• Own end-to-end CX strategy - from escalation handling and TAT/CSAT targets to win-back and review-recovery programs
• Build and refine SOPs, escalation matrices, and coaching frameworks to lift team performance
• Track and report on team-wide metrics (call volumes, AHT, CSAT, retention, upsell conversion) and identify root causes behind recurring issues
• Coordinate closely with field/operations and growth teams to ensure a seamless end-to-end customer experience
• Hire, train, and mentor the CX team as it scales

What we're looking for:

• 4+ years of experience in customer service/support, with at least 1-2 years leading a team
• Strong people-management skills — comfortable coaching, setting targets, and driving performance
• Data-driven approach to CX — comfortable owning metrics and reporting
• Experience in a fast-paced, high-volume support environment (quick-commerce/D2C background a plus)
• Strong stakeholder coordination skills across field, ops, and growth functions

Location: Koramangala, Bengaluru (in-person)