About V-Rich Natural Products Pvt. Ltd. At V-Rich Natural Products, we take pride in delivering high-quality dairy products with integrity and care. We’re on a mission to create meaningful experiences for our customers—every touchpoint matters. Join our team and lead the charge in transforming how our customers experience our brand. Role Overview We are looking for a dynamic and customer-obsessed Customer Experience Team Lead to drive excellence across support, onboarding, and D2C collection functions. In this role, you'll shape strategy, develop high-performing teams, and ensure every customer interaction reinforces trust in our brand. Key Responsibilities • Lead and manage teams across Customer Support, New Customer Onboarding, and D2C Collections, ensuring departmental KPIs are consistently met. • Design and streamline processes to enhance customer satisfaction and engagement across all channels. • Define and execute customer experience strategies aligned with organizational goals. • Build strong product and service knowledge within the team to enable quick and empathetic resolution of customer queries. • Analyze customer feedback and translate insights into actionable improvements across functions such as Sales, Supply Chain, Quality, Production, Payments, and Procurement. • Track and evaluate team performance using KPIs to promote a culture of excellence and accountability. • Collaborate on initiatives to improve lead generation, customer conversion, and retention. • Deliver a seamless onboarding experience for new customers with professional, clear, and friendly communication. • Mentor and coach team members to continuously elevate service quality. • Leverage analytics to identify trends in customer behavior, team efficiency, and support processes to drive service improvements. • Partner with the Marketing team to forecast product demand and generate customer insights. Requirements • 5–6 years of experience in customer experience, customer service, or a related field • Strong analytical and problem-solving abilities • Excellent communication skills—both written and verbal • Proven leadership experience in managing and mentoring cross-functional teams • A customer-first mindset with a strong commitment to service excellence and continuous improvement Work Schedule • Six-day work week with rotational shifts • Rotational weekly of Show more Show less