Customer Experience Lead

Ekincare; Hyderabad; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A health-tech startup in Hyderabad is seeking a Customer Experience Lead to manage contact centre operations and enhance customer satisfaction. The role requires strong leadership to drive strategic initiatives and ensure operational efficiency. Ideal candidates will have a background in customer operations with 5-15 years of experience, managing both voice and non-voice support functions. This position offers dynamic work culture and opportunities for rapid career growth.

Benefits

Comprehensive medical benefits

Fitness perks, including gym and yoga

Performance-based incentives

Qualifications

• 5–15 years of experience in contact centre or customer operations management.
• Proven track record managing large teams handling voice/non-voice support.
• Experience with telephony and IVR platforms.

Responsibilities

• Lead end-to-end operations of the contact centre ensuring operational efficiency.
• Define and implement contact centre strategy.
• Oversight of daily functions including ticket management.

Skills

Leadership

Data analysis

Customer-centric approach

Problem-solving

Effective communication

Education

Graduate or Postgraduate

Tools

Zoho

Freshdesk

Salesforce

Zendesk

Infobip

Knowlarity

Job description

Overview

Job Title: Customer Experience Lead

Department: Customer Experience

Reporting To: Director Operations

Location: Hyderabad, Telangana, India

Role Summary

The Head Contact Centre at ekincare will lead the end-to-end operations of our contact centre, ensuring seamless customer service and operational efficiency across corporate client employees and diagnostic appointment escalations. This role balances strategic leadership with hands-on management of multiple customer touchpoints, including inbound and outbound calls, emails, chats, ticketing platforms, and IVR systems, to drive excellence in query resolution, customer satisfaction, and transaction targets.

Key Responsibilities

1. Strategy & Leadership
   • Define and implement contact centre strategy aligned with ekincare organisational objectives.
   • Design scalable operating models to enhance efficiency, quality, and customer interaction.
   • Lead digital transformation initiatives leveraging CRM, IVR, chatbots, and automation across platforms like Zoho, Infobip, Knowlarity, and other telephony systems.
2. Operations Management
   • Oversee daily contact centre functions including inbound/outbound call handling, IVR call flows, ticket management, SLA adherence, and escalations.
   • Establish and drive outbound calling strategies to meet defined transaction and conversion targets.
   • Track and optimize KPIs including AHT, CSAT, NPS, FCR, TAT, outbound call volumes, and transaction success rates.
   • Coordinate with internal teams (System Setup, Customer Success, Supply, Product) for issue resolution and process improvement.
   • Manage workforce planning, scheduling, and load balancing to maintain optimal contact centre coverage.
3. Quality & Training
   • Establish quality control and monitoring frameworks for tickets, calls (including IVR and outbound interactions), and chats.
   • Identify performance gaps and facilitate continuous training, knowledge sharing, and upskilling programs focused on customer support excellence including outbound and IVR call handling.
   • Collaborate with HR and L&D to develop competency frameworks and career growth plans for the team.
4. Customer Experience & Escalation Management
   • Implement customer feedback and VOC programs to monitor satisfaction at each interaction.
   • Analyze customer pain points, including outbound call approaches and IVR user experience, to drive process enhancements and ensure retention through improved service experiences.
   • Handle critical escalations swiftly with transparent communication across stakeholders.
5. Technology & Reporting
   • Collaborate with IT and tech teams to optimize CRM integrations, ticket routing, IVR call flow design, automation workflows, and reporting dashboards.
   • Utilize analytics to forecast call volumes (inbound and outbound), optimize resource allocation, and enhance customer engagement.
   • Generate insights for leadership visibility through comprehensive daily, weekly, and monthly reports including outbound call and transaction metrics.

Requirements

• Qualifications & Experience: Graduate or Postgraduate with 5–15 years of experience in contact centre or customer operations management.
• Proven track record managing large teams handling voice, non-voice, IVR, and outbound customer support.
• Experience working with CRM and ticketing systems such as Zoho, Freshdesk, Salesforce, and Zendesk.
• Hands-on expertise with telephony, IVR platforms, and communication tools including Infobip and Knowlarity.
• Experience managing hybrid models with in-house teams and outsourced partners.
• Analytical aptitude with strong data analysis and reporting capabilities.
• Key competencies: strategic thinking, leadership, effective communication, problem-solving, customer-centric approach, outbound calling strategy expertise, and proficiency in telephony system troubleshooting.

Benefits

• Be part of a winner: A Series B-funded, high-growth startup with patented technology, trusted by 1000+ companies across industries.
• Shape the future of health-tech: Work on cutting-edge solutions in one of the fastest-growing domains.
• High-impact role: Direct exposure to top management, influencing strategy and outcomes.
• Thriving in a dynamic, flat-hierarchy environment with a fast fail, fast learn culture that empowers experimentation and rapid iteration.
• Career acceleration: ESOPs, attractive performance-based incentives, and the possibility of multiple promotions within a year.
• Empowered environment: Dynamic startup culture, flat hierarchy, and a fast fail, fast learn approach.
• Holistic growth: 360-degree appraisal process and learning opportunities beyond your function.
• Well-being matters: Comprehensive medical benefits and fitness perks, including gym, yoga, Zumba, and more.