Customer Experience Lead

Perfora

2 - 5 years

8 - 12 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

customer support operations team management customer satisfaction process improvement analytical e-commerce customer experience management logistics crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a

Customer Experience Lead

to manage and elevate our customer support function. The role involves leading a team, ensuring high-quality customer interactions, resolving escalations efficiently, and continuously improving the customer journey across channels.

Key Responsibilities:

Lead, mentor, and manage the CX team to deliver exceptional customer support.
Monitor and improve key CX metrics such as NPS, CSAT, and resolution time.
Handle escalated customer issues and ensure timely resolution.
Collaborate with Operations, Logistics, and Product teams to enhance the overall customer journey.
Analyze customer feedback and data to identify trends and areas for improvement.
Implement and optimize CRM tools and processes for better efficiency.
Develop and execute strategies to improve team performance and customer satisfaction.

Requirements:

2 5 years of experience in
Customer Experience / Customer Support / Operations
, preferably in
D2C or E-commerce
.
Strong leadership, team management, and communication skills.
Analytical mindset with experience in data-driven decision-making.
Familiarity with CRM tools such as
Zendesk, Freshdesk, or similar
.
Ability to manage escalations and complex customer scenarios.
Proactive problem-solving skills and process improvement orientation.

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