About the Role:
- We are seeking an experienced Customer Experience (CX) Lead to join our team in Bangalore, Karnataka, India.
- This is a new role designed to improve customer experience and retention, directly addressing the feedback gap to inform our product development and marketing strategies.
- The CX Lead will be responsible for collecting, analyzing, and acting on customer feedback to ensure continuous improvement and a steady increase in our Net Promoter Score (NPS).
Key Responsibilities:
- Deliver exceptional customer experience by leading a team dedicated to providing top-notch support.
- Drive revenue growth through strategic upselling and securing bulk orders.
- Provide actionable market insights that will inform and shape our product and marketing strategies.
- Own all customer contact experience metrics
Qualifications & Skills Required:
- 5 to 10 years of experience in customer support or a related field.
- Proven experience in team management with a successful track record of delivering exceptional customer service.
- Strong analytical skills to collect, analyze, and act on customer feedback effectively.
- Excellent communication and interpersonal skills to collaborate with product and marketing teams.
- Should have worked in new-age customer facing companies (D2C, Fintech, Gaming, Quick Commerce, Mobility)
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