Customer Experience Lead

Location: Gurugram
Experience: 2–5 years
Department: Customer Experience / Operations

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.

About Perfora:

Perfora is co-founded by Jatan Bawa and Tushar Khurana who cumulatively have more than 10+ years of experience across consumer internet and consumer brands. They met in 2016 on a train journey named Jagriti Yatra and have known each other since then.

Perfora is backed by marquee institutional investors like RPSG Capital Ventures, Sauce.vc, Lotus Herbals Family Office, Shiprocket Ventures, and celebrated entrepreneurs.

You can read more about the brand on the website - www.perforacare.com

Perfora is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Permanent

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person