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)