TL- Customer Experience || CTC Upto 15 LPA || Immediate joiner

Hiring with a hyper-local rapid-delivery retail platform providing doorstep delivery of quality fresh groceries, clean fruits & vegetables.Key Responsibilities: Must have experience in managing a Chat process team. ● Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences.● Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements.● Develop team strategies to enhance productivity and quality in chat support.● Handle escalated issues with empathy, quick resolution, and customer-first thinking.● Conduct regular coaching, feedback sessions, and training for team development.● Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements.● Implement best practices in digital customer support and adopt automation where relevant.● Drive employee engagement and foster a culture of accountability, collaboration, and growth. Key Requirements: ● 10+ years of overall 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 take strategic decisions.● High adaptability to a fast-paced, customer-obsessed environment.