CX Lead - Inbound Operations Lead

Quantum Leap

3 - 5 years

12 - 16 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

outbound manager quality assurance operational excellence social media customer retention workflow continuous improvement stakeholder management crm auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role OverviewWe are hiring a highly capable Customer Experience, Success Automations Leaderwho can manage combined teams across Customer Support, Customer Success and QueryAutomation
This role requires deep operational excellence, strong stakeholder management,people leadership, and the ability to implement scalable automation systems (chatbots,workflows, knowledge base) to elevate the customer experience
You will oversee the full customer lifecycle from query handling to program success andretention while also owning the design and execution of automation-led improvements
Key Responsibilities1
Query Management Service Delivery Oversee all customer communication channels:Social Media (DMs Comments), WhatsApp, Email, Inbound Calls, OutboundCalls
Monitor Response Quality, reduce Negative Brand Impact, and handle escalations
Minimize Negative reviews and improve brand sentiment
2
Automation Ownership (Chatbot, Workflow Knowledge Base) Lead the design, setup, and optimization of end-to-end query automation systemsincluding: WhatsApp Website Chatbots Automated Query Routing Workflows AI/Logic-based triage systems Customer Self-Service Knowledge Base Collaborate with Tech Automations teams to: Build query categories, response flows, and decision trees
Reduce manual handling of repetitive queries through automation
Maintain and update FAQs, SOPs, knowledge base articles, and internal helpdocumentation
Analyze automation performance (drop-off %, resolution %, CSAT impact) and improveaccuracy
Ensure seamless integration with CRM systems and other operational systems
Drive automation-led CSAT improvements and reduction in manual workload forsupport teams
3
Customer Satisfaction Experience Own and improve Support CSAT, Escalation CSAT, and Customer QualityRatings
Conduct deep-dive analysis of low-CSAT drivers and implement corrective strategies
Maintain high Hygiene Scores and Culture Scores across both teams
4
Retention Escalation Management Own Retention of clients
Drive retention strategies, reduce churn
Act as the highest point of escalation across support
Reduce Social Media escalations and improve time-to-close for critical issues
Collaborate with different teams for complex problem-solving
5
Auditing Quality Assurance Ensure completion of weekly QA audits and timely submission to process owners
Improve QA score for inbound and reduce communication errors
Develop quality frameworks and training interventions based on audit insights
6
Team Leadership People Development Lead the Support team Conduct structured reviews: Daily Operations Meetings Tactical Meetings - Every 15 days Strategic Meetings - Every 2 months 1-2-1 Review Meetings (Strategic cycle) Appraisal, Confirmation Half-yearly Review cycles Build a strong culture of accountability, ownership, performance, and continuousimprovement
Oversee attendance, WFH adherence, leaves, hygiene trackers extracurricularparticipation7
Reporting Governance Deliver all reports within defined TATs: Support L0/L1/L2 Reports Batch-wise Status Report Refund Escalation Report Goal Status Reports Strategic Goal Sheets Maintain dashboards for TAT, CSAT, retention, QA scores, automation success teammetricsKey Skills CompetenciesFunctional Skills Strong expertise in Customer Support Operations, Customer Success andRetention Hands-on experience in automations tools Ability to build and manage chatbots, logic flows, knowledge bases, and automatedquery systems
Strong command of CRM tools (Hubspot Preferred)Leadership Skills Proven ability to manage 8-20 member teams across multiple functions
Strong stakeholder management and cross-departmental coordination
High clarity in communication, accountability review mechanisms
Analytical Skills Data-driven decision-making with strong knowledge of TAT, CSAT, retention qualitymetrics
Ability to diagnose performance gaps and implement structured improvements
Eligibility Experience 6-10 years in Customer Support, Customer Success, Operations, or CX Leadershiproles
Minimum 3-5 years in team leadership roles
Experience in automation setup, chatbot building, and workflow creation is mandatory
Experience in an EdTech, Coaching, SaaS, or Service-based organisation preferred
What Success Looks Like High TAT adherence, improved resolution rates Efficient automation system reducing 20-40% manual queries Reduction in escalations negative brand impact CSAT consistently above target Higher Customer Retention Strong team culture, hygiene and performance discipline Accurate and timely reporting every cycle

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