Customer Experience Lead

Job Title: Customer Experience Lead Location: New Delhi Company: Zoop Web Services Private Limited About Us: Zoop is one of Indias fastest-growing train food delivery platforms, committed to revolutionising the way people order their favourite meals during train travel. We are looking for a passionate and strategic team member to enhance user satisfaction and drive long-term customer loyalty. Key Responsibilities: Build and maintain key customer metrics (NPS, CSAT, retention rates) and report progress to leadership. Develop and implement a customer experience strategy to improve satisfaction, retention, and engagement. Lead and scale a high-performing CX team, including customer support, quality assurance, and escalation management. Design and refine customer journey touchpoints to ensure a seamless ordering and delivery experience. Monitor and analyse customer feedback to identify pain points and implement data-driven improvements. Collaborate with product, operations, and marketing teams to enhance overall user experience (UX/UI). Implement and optimize AI-powered support solutions such as chatbots and automated ticketing. Handle escalations and work with delivery partners, restaurants, and customers to resolve issues efficiently. Ensure compliance with company policies and industry best practices in customer service. Who You Are: 6+ years of experience in customer experience, customer success, or support operations, preferably in food tech, e-commerce, or related industries. Proven track record of leading CX teams and improving customer satisfaction. Strong understanding of customer behaviour analytics and CX tools Experience working with AI-driven customer support solutions is a plus. Excellent communication, leadership, and problem-solving skills. Ability to thrive in a fast-paced, high-growth startup environment. Ready to lead the future of customer experience in train food delivery Apply now!,