Customer Experience Team Lead

• Resolve team conflicts and address employee concerns.
• Hire, train, Coach and develop SMEs and CE Associates
• Conduct performance evaluations and provide regular feedback.
• Handle escalated customer issues and complaints.
• Help develop and implement service excellence strategies and initiatives.
• Implement process changes to enhance efficiency and customer satisfaction.
• Conduct quality assurance audits and provide feedback to the team.
• Identify and address training needs based on quality assurance findings.
• Reporting and analysis of data in your team or department
• Adhere to company policy and procedures.
• Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
• Participate in ongoing training and development programs.
• Accept other associated responsibilities and projects as the need arises.

• At least 2-3 years of team lead / people management experience
• Proven track record of success in providing expert-level guidance and support
• Excellent communication and presentation skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Amenability working as Support POC during weekend (rotation based)

• Data Analysis: Strong ability to read, process, and analyze data accurately.
• Data Visualization: Skilled at creating clean, easy-to-understand charts, graphs, and tables for management.
• Spreadsheet Expertise: Advanced knowledge of Excel and Google Sheets, specifically using complex formulas (like XLOOKUP, INDEX/MATCH, and nested IFs).
• Problem Solving: Able to easily spot data errors, fix them, and improve reporting processes.
• Communication: Good at explaining technical data simply to non-technical team members.

Benefits

• Freedom of work
• Work life balance
• Free meal and use of gym
• Opportunities for promotion
• Start-up environment
• Multi-cultural and Agile work environment
• Diversified use of technology