Team Lead

Job Title: Team Lead - Customer Experience
Employment Type: Full-time
Location: Jaipur

About the Role

We are looking for a high-performing, empathetic, and results-driven Customer Experience (CX) Team Lead with exceptional English communication skills to guide and mentor our

frontline support team. In this role, you will be responsible for driving day-to-day operational excellence, coaching agents on tone, quality, and empathy, and ensuring our English-speaking customers receive

world-class support across voice, email, chat, and social channels. You will act as the bridge between frontline operations and leadership, championing the voice of both the customer and your team.

Key Responsibilities
1. People Leadership & Coaching

• Lead, mentor, and motivate a team of 10-15+ Customer Experience specialists supporting English-speaking global markets.
• Conduct regular 1-on-1s, coaching sessions, and performance reviews to drive agent growth, engagement, and retention.
• Provide continuous feedback on written and spoken English communication, ensuring high standards of grammar, clarity, professional tone, and brand voice.
• Identify performance gaps and design targeted coaching plans (PIPs) or upskilling initiatives.

2. Operational & Service Delivery Excellence

Drive team performance to consistently meet or exceed key operational SLAs and CX metrics: CSAT, NPS, FCR (First Contact Resolution), AHT (Average Handle Time), QA scores, and response times.

Monitor real-time queue volumes, agent adherence, and channel allocation (chat, email, voice) to maintain optimal service levels.

Handle high-priority customer escalations with diplomacy, efficiency, and a solution-oriented mindset.

3. Quality Assurance & Communication Standards

Partner with the QA and Training teams to audit interactions and evaluate language nuances, empathy, active listening, and technical accuracy.

4. Process Optimization & Cross-Functional Collaboration

• Analyze customer feedback, recurring tickets, and operational bottlenecks to advocate for product and process improvements.
• Collaborate closely with Product, Technical Support, Operations, and Workforce Management (WFM) teams to streamline workflows.
• Prepare weekly/monthly operational performance reports and present actionable insights to CX management.

Required Qualifications & Skills
Experience:
3-5+ years of total experience in Customer Experience, Customer Support, or Contact Center environments.

• Minimum 2-3 years of proven experience in a leadership supervisor.
• Language Proficiency:
• Near-native or professional C1/C2 fluency in written and spoken English with neutral phrasing, strong business etiquette, and advanced grammatical accuracy.

CX Tooling & Tech Stack:

Hands-on proficiency with modern CRM and ticketing platforms (e.g., Zendesk)

Analytical Skills:

Ability to interpret support metrics, generate reports via Excel/Google Sheets, and turn data into coaching strategies.

Interpersonal Skills:

Exceptional emotional intelligence, active listening, conflict resolution, and

stakeholder communication skills.