Team Lead - Customer Success

Job Description PlatinumRx is seeking an experienced Team Lead User Experience to lead the customer experience team. The role involves managing customer escalations, driving service excellence, mentoring team members, and ensuring high customer satisfaction. Key Responsibilities Lead, mentor, and manage the User Experience team. Handle complex customer escalations across calls, emails, chats, and social media. Monitor and track KPIs, SLAs, and quality metrics. Coordinate with cross-functional teams to resolve customer issues effectively. Conduct regular coaching sessions and performance reviews. Identify opportunities and drive continuous process improvements. Ensure consistent service quality and a high level of customer satisfaction. Qualifications & Experience 24 years of experience in Customer Support/User Experience. Minimum 1 year of team-handling experience preferred. Experience in handling social media escalations. Hands-on experience with CRM tools. Required Skills Strong leadership and team management skills. Excellent communication, negotiation, and interpersonal skills. Target-driven mindset with proven sales ability. Proficiency in CRM tools and MS Excel. Strong problem-solving and decision-making abilities. Ability to work effectively in a fast-paced environment. Why Join PlatinumRx Attractive Incentives. Career Growth Opportunities. Collaborative and Supportive Work Culture. Opportunity to lead and develop a customer-focused team. .