Customer Experience Lead

Position Overview

As a CX Team Lead, you will manage a frontline team responsible for delivering seamless customer support across e-commerce, fintech services, and device management. Your goal is to ensure every customer interaction is prompt, empathetic, and solution-oriented — whether it’s a billing issue, a lost delivery, or a device malfunction. This role blends operational execution, tactical decision-making, and a high standard for customer advocacy.

Key Responsibilities

Team Leadership & Coaching

• Lead, mentor, and develop a team of CX specialists, ensuring they are equipped to handle cross-functional queries (payments, deliveries, devices).

• Conduct regular 1:1s, performance reviews, and skill-based coaching to foster a high-performance culture.

• Set daily priorities and shift schedules to align with volume trends and business goals.

:shopping_bags: E-commerce Operations Support

• Manage support workflows for online orders, shipping delays, order tracking, cancellations, and return logistics.

• Collaborate with supply chain and fulfilment teams to quickly resolve issues related to inventory or delivery.

• Ensure customer journeys across web and mobile platforms are smooth, and identify friction points.

Payment Escalations

• Guide the team through customer queries related to payment failures, transaction disputes, EMI plans, auto-deductions, and refunds.

• Partner with Risk/Compliance teams on KYC, fraud handling, account lockouts, and escalation workflows.

• Maintain a strong understanding of regional financial regulations to guide the team appropriately.

Device Management & Lifecycle Support

• Oversee end-to-end support for devices — onboarding, diagnostics, swaps, replacements, warranty claims, and returns.

• Work closely with Ops and Product teams to improve device handling, tracking, and service-level adherence.

• Monitor trends in device failure, usage issues, and return reasons to improve product feedback loops.

Performance & Insights

• Track and report team KPIs: CSAT, NPS, SLA adherence, resolution times, and escalations.

• Identify root causes of repeat tickets or failures and work cross-functionally to implement improvements.

• Champion Voice of Customer (VoC) insights and regularly present findings to Product, Tech, and Ops teams.

Requirements

• 3–5 years of experience in CX, Operations, or Support, with at least 1–2 years in a leadership role.

• Experience working in e-commerce, fintech, or subscription-based device programs.

• Proficiency with helpdesk tools (Zendesk, Intercom, Freshdesk) and familiarity with ticketing logic, SLAs, and macros.

• Strong analytical skills with the ability to interpret support data and drive actions.

• Comfort working across teams (Logistics, Product, Risk, Engineering) in a high-velocity environment.

Nice-to-Have

• Exposure to payment gateway logic, EMI handling, KYC systems, or fraud tooling.

• Experience handling device logistics: warehousing, shipping, reverse logistics.

• Familiarity with BI tools (e.g., Looker, Metabase) or spreadsheets for support analytics.