TL- Customer Experience

As a team lead at a hyper-local rapid-delivery retail platform, your role involves managing a Chat process team to ensure seamless customer experiences. You will lead, mentor, and motivate a team of process executives, monitor performance metrics, and drive continuous improvements to enhance productivity and quality in chat support. Handling escalated issues with empathy and quick resolution while prioritizing customer-first thinking is crucial. Regular coaching, feedback sessions, and training for team development are part of your responsibilities. Collaboration with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements is essential. Implementing best practices in digital customer support and adopting automation where relevant is key. Driving employee engagement and fostering a culture of accountability, collaboration, and growth are integral to your role. Key Responsibilities: - Manage a Chat process team to deliver seamless customer experiences - Lead, mentor, and motivate process executives - Monitor performance metrics and drive continuous improvements - Develop team strategies for productivity and quality enhancement - Handle escalated issues with empathy and quick resolution - Conduct coaching, feedback sessions, and training for team development - Collaborate with cross-functional teams for service improvements - Implement best practices in digital customer support - Drive employee engagement and foster a culture of accountability and growth Qualification Required: - 10+ years of experience in customer service / customer experience roles - Minimum 4 years of experience in leading chat process teams - Strong people management and team development skills - Hands-on expertise with customer support platforms and chat technologies - Excellent communication, conflict resolution, and problem-solving skills - Data-driven mindset with the ability to analyze reports and make strategic decisions - High adaptability to a fast-paced, customer-obsessed environment,