Team-lead Client Experience

Quantum Leap Learning Solutions Pvt Ltd; Bengaluru Urban; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Quantum Leap Learning Solutions Pvt Ltd in Bengaluru is seeking a Client Experience Lead to build and own end-to-end client experience processes, onboarding, and product adoption. You will mentor the Client Experience team and establish SOPs, workflows and service standards from scratch.

You will define KRAs and KPIs, conduct regular performance reviews and coaching, and monitor CSAT, TAT, and engagement to drive exceptional client outcomes.

Responsibilities

• Build and establish Client Experience processes, SOPs, workflows and service standards from scratch.
• Lead, mentor and manage the Client Experience team, ensuring strong ownership, accountability and performance discipline.
• Define and track KRAs, KPIs and performance scorecards for the team.
• Conduct regular 1:1s, performance reviews, coaching sessions and appraisal cycles.
• Own client onboarding, engagement, product adoption and ongoing client experience.
• Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive

Job description

• Build and establish Client Experience processes, SOPs, workflows and service standards from scratch.
• Lead, mentor and manage the Client Experience team, ensuring strong ownership, accountability and performance discipline.
• Define and track KRAs, KPIs and performance scorecards for the team.
• Conduct regular 1:1s, performance reviews, coaching sessions and appraisal cycles.
• Own client onboarding, engagement, product adoption and ongoing client experience.
• Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive