Customer Support Team Lead

Job Title: Customer Experience Team Lead Location: Hyderabad About the Role Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Join V-Rich Natural Products Pvt. Ltd ., where we’re committed to providing the finest dairy products with integrity and care. As Customer Experience Team Lead, you’ll play a key role in building a customer-centric culture, leading cross-functional teams, and shaping how our customers engage with and perceive our brand. Key Responsibilities Lead and develop high-impact teams across Customer Support, New Customer Onboarding, and D2C Collection, ensuring departmental goals are met. Design and implement processes that prioritize and enhance customer satisfaction at every touchpoint. Drive customer experience strategy, from planning to execution, aligned with organizational goals. Empower teams with deep product and process knowledge to resolve queries efficiently and empathetically. Analyze customer feedback and deliver actionable insights to internal stakeholders—Sales, Supply Chain, Quality, Production, Payments, and Procurement. Set and monitor KPIs to evaluate team performance and foster a high-performance culture. Champion innovation by initiating and collaborating on programs that improve lead generation and customer conversion. Create an exceptional onboarding experience for new customers that strikes a balance between warmth, clarity, and professionalism. Mentor and coach team members to consistently deliver service that delights. Leverage data analytics to uncover trends in customer behavior, team performance, and support workflows to enhance service quality. Collaborate with Marketing to forecast product sales, identify trends, and generate insights that inform business decisions. Requirements 5–6 years of experience in customer experience, customer service, or related roles Strong analytical and problem-solving skills Excellent written and verbal communication skills Demonstrated leadership and team management capabilities A customer-first mindset with a deep commitment to service excellence Show more Show less