Team Leader - Customer Experience

Company Description

modern outsourcing agency

culture of ownership, learning, and growth

About the Role

Team Leader - Customer Experience

Your main goal will be to ensure that every customer interaction is handled smoothly, every target is achieved, and your team stays motivated and productive. You will play a key role in maintaining service quality, managing client communication, and supporting your team’s overall performance and growth.

problem-solving, team management, and data-driven decision-making

Key Responsibilities

• Lead, mentor, and manage a team of 20+ agents across multiple customer support and sales projects.
• Monitor daily performance, quality standards, and ensure targets are consistently met as per client KPIs.
• Conduct regular feedback sessions, training, and performance reviews to support team growth and improvement.
• Act as the primary point of contact for client communications - managing updates, feedback, and escalations.
• Analyze daily/weekly/monthly reports and derive actionable insights for process improvement.
• Manage team schedules, attendance, and ensure smooth daily operations with minimal disruptions.

Requirements

• 1-2 years of experience

   in leading a team in customer support, sales, or operations (preferably in a BPO, startup, or D2C environment).
• Strong leadership, communication, and conflict-resolution skills.
• Ability to multitask and manage multiple processes simultaneously.
• Data-oriented mindset with proficiency in Excel/Google Sheets and CRM tools.
• Comfortable working in rotational shifts and managing weekend rosters.

Why Join Datastraw?

• Opportunity to work with top D2C brands and fast-growing startups.
• Exposure to different industries and client processes.
• Rapid career growth and leadership opportunities.
• Competitive salary with performance-based incentives.

How to Apply

Interested candidates can share their updated resume

chandni@datastraw.in