Team Lead & Customer Delight

Role DescriptionThe Team Lead Customer Delight (CD) is a full-time, on-site role based in Bengaluru, responsible for leading customer-facing teams to deliver exceptional service experiences. This role involves overseeing day-to-day customer support operations, monitoring service quality, and ensuring prompt resolution of customer queries and escalations across channels. The TeamLead will analyze customer feedback and service metrics to identify improvement areas, implement process enhancements, and drive initiatives that increase satisfaction and loyalty. The role includes coaching and mentoring team members, conducting regular performance reviews, and coordinating with cross-functional stakeholders to align customer delight goals with business objectives. The Team Lead will also contribute to developing customer communication guidelines, support best practices, and continuous improvement programs. Location: Gurgaon, Haryana DesignationDesignation: Team Lead (TL) What you will doMetric Ownership: Drive teams performance metrics, like CSAT, NPS, First Response Time (FRT), Average Resolution Time (ART), and First Contact Resolution (FCR).Operational Rigour: Manage real-time queue volumes and workforce scheduling to ensure smooth operations and performance management.SOP and Response Engineering: Proactively audit existing responses and SOPs to identify where they fall short of Delight; iterate on templates to ensure the team is empowered with accurate, empathetic, and context-aware communication.The Feedback Loop: Act as the bridge between customers and the business by identifying complaint patterns and engaging with cross-functional teams to fix root-cause issues.Team Empowerment: Lead, mentor, and coach a team of agents and drive performance deep-dives, transforming them from support agents into delight specialists.Proactive Problem Fixing: Don\'t just manage the fallout of an issue, identify gaps in the current customer journey to implement permanent process fixes that improve the overall user experience.What you bringStrong customer love.Prior Team Lead experience in a high-growth, service-based startup (Mandatory; preferably within E-commerce, Quick-commerce, or Retail environments).Proven expertise in managing large-scale operations where speed and quality coexist perfectly.A data-driven mindset; the ability to translate dashboard metrics into an immediate, actionable operational plan.Strong interpersonal skills to navigate cross-functional dependencies and advocate for customer-centric fixes across the organization.The ability to maintain a calm, decisive leadership style in a fast-paced, high-pressure setting. .