Team Leader - Customer Experience

Location: Ghatkopar West, Mumbai
Shift Timings: Any 9-hour shift between 9 AM-8 PM IST
Schedule: 6 days a week (Monday to Sunday, with 1 rotational weekly off)
Salary: ₹25,000 - ₹27,000 in-hand + Performance-Based Incentives

About Datastraw
Datastraw Technologies is a modern outsourcing agency that partners with fast-growing D2C brands and startups across the globe. We help businesses scale their sales, customer support, and backend operations by combining human expertise with AI-driven systems - enabling brands to deliver faster, smarter, and more personalized customer experiences.

At Datastraw, we’re building a culture of ownership, learning, and growth - where people are encouraged to think independently and lead with impact.

About the Role
As a Team Leader - Customer Experience, you will be responsible for leading a team of 20+ agents handling various customer support and sales processes for multiple clients.

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.

This role is ideal for someone who enjoys problem-solving, team management, and data-driven decision-making, and who can create a positive work environment where agents can perform their best.

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 along with a brief note explaining why they would be a great fit for the Team Leader - Customer Experience role at Datastraw Technologies.

Please email your application to chandni@datastraw.in with the subject line: Job Application - Team Leader (Customer Experience)

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹27,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Ability to commute/relocate:

• Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have a personal laptop with a webcam and high-speed broadband connection?
• Share an example of a time when you helped an underperforming agent improve. What steps did you take?
• Describe how you ensure your team follows process SOPs and quality guidelines.
• Which CRM or support tools have you used before?

Experience:

• Team management: 1 year (Preferred)
• Customer relationship management: 1 year (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person