About the Role
Growth Partner Intermediaries Limited, a premier HR consulting firm, is seeking a dynamic and solution-driven Customer Experience Lead on behalf of our client in the fast-paced tech and logistics sector. In this pivotal role, you will oversee end-to-end customer support operations, ensuring exceptional satisfaction for customers, restaurant partners, and riders. If you thrive in high-growth environments like food delivery, e-commerce, or technology platforms and possess a passion for operational excellence, we want to hear from you.
Key Responsibilities- Lead daily customer support operations across multiple channels including calls, live chat, email, and WhatsApp.
- Manage escalated issues and resolve complex customer, rider, and merchant complaints efficiently.
- Lead, coach, and develop a high-performing customer support team to achieve service excellence.
- Set, monitor, and evaluate team KPIs, performance targets, and service level agreements.
- Develop and implement robust standard operating procedures for refunds, cancellations, and delivery disputes.
- Track and analyze key metrics such as CSAT, response time, resolution time, and complaint rates.
- Coordinate seamlessly with restaurant partners and logistics personnel to resolve operational bottlenecks.
- Drive continuous improvement, process optimization, and support automation initiatives.
- Bachelor's Degree or HND in any relevant field with 4 to 7 years of proven experience in customer service operations.
- Prior working experience in food delivery, e-commerce, logistics, or technology platforms is a strong advantage.
- Demonstrated leadership capabilities with exceptional communication, problem-solving, and interpersonal skills.
- Proficiency in analyzing customer support data and implementing data-driven process improvements.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional growth and career advancement within a dynamic sector.
- Health insurance and other employee wellness benefits.
- A collaborative, innovative, and fast-paced work environment.