Team Lead: CRM

MyGate; Raipur; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Cell phone reimbursement

Commuter assistance

Flexible schedule

Health insurance

Internet reimbursement

Leave encashment

Paid sick time

Paid time off

Provident Fund

Job summary

MyGate in Raipur is seeking a Team Lead CRM to guide a team of Client Delight Executives and deliver exceptional customer experiences across the client lifecycle. You will drive performance, monitor quality, manage escalations, and work with cross-functional teams to boost satisfaction, retention, and operational efficiency.

You will provide coaching, lead onboarding, conduct reviews, and ensure adherence to CRM processes and policies while fostering a collaborative, results‑driven culture.

Qualifications

• Bachelor's degree in business, marketing, or a related field.
• 2-5 years of experience in Customer Success, Client Relationship Management, Customer Support, or Account Management.
• Minimum 1 year of experience leading or mentoring a team.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience working with CRM tools and customer service metrics.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and conflict resolution skills.

Responsibilities

• Lead, mentor, and manage a team of Client Delight Executives to achieve individual and team KPIs.
• Monitor daily team performance, productivity, and service quality to ensure SLA adherence.
• Conduct regular coaching sessions, performance reviews, and one-on-one meetings to drive continuous improvement.
• Handle critical customer escalations and ensure timely resolution while maintaining high customer satisfaction.
• Monitor renewal performance and support the team in achieving renewal and retention targets.
• Review customer interactions and provide constructive feedback to improve communication and service quality.
• Collaborate with Sales, Operations, Product, and Support teams to resolve customer issues efficiently.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
• Prepare daily, weekly, and monthly MIS reports on team performance, customer satisfaction, and operational metrics.
• Ensure adherence to company policies, CRM processes, and quality standards.
• Conduct onboarding and training sessions for new team members.
• Foster a positive, collaborative, and performance-driven team culture.

Skills

Leadership

Communication

Interpersonal skills

Analytical thinking

Problem solving

Decision making

Stakeholder management

Conflict resolution

CRM tools

Customer service metrics

Education

Bachelor's degree in business/marketing

Tools

CRM software

Job description

Role: Team Lead CRM (Client Relationship Management)

Role Type: Full-time

Location: Raipur

Role Summary

As a Team Lead CRM, you will be responsible for leading a team of Client Delight Executives to ensure exceptional customer experience throughout the client lifecycle. You will drive team performance, monitor service quality, manage escalations, and collaborate with cross‑functional teams to improve customer satisfaction, retention, and operational efficiency. You will also act as the first point of contact for team guidance, coaching, and performance management.

Roles & Responsibilities

• Lead, mentor, and manage a team of Client Delight Executives to achieve individual and team KPIs.
• Monitor daily team performance, productivity, and service quality to ensure SLA adherence.
• Conduct regular coaching sessions, performance reviews, and one‑on‑one meetings to drive continuous improvement.
• Handle critical customer escalations and ensure timely resolution while maintaining high customer satisfaction.
• Monitor renewal performance and support the team in achieving renewal and retention targets.
• Review customer interactions and provide constructive feedback to improve communication and service quality.
• Collaborate with Sales, Operations, Product, and Support teams to resolve customer issues efficiently.
• Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.
• Prepare daily, weekly, and monthly MIS reports on team performance, customer satisfaction, and operational metrics.
• Ensure adherence to company policies, CRM processes, and quality standards.
• Conduct onboarding and training sessions for new team members.
• Foster a positive, collaborative, and performance‑driven team culture.

Requirements

• Bachelors degree in business, Marketing, or a related field.
• 2‑5 years of experience in Customer Success, Client Relationship Management, Customer Support, or Account Management.
• Minimum 1 year of experience leading or mentoring a team is preferred.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, problem‑solving, and decision‑making abilities.
• Experience working with CRM tools and customer service metrics.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong stakeholder management and conflict resolution skills.

About MyGate

Sparked by the idea that technology can make security more effective, MyGate began its journey in early 2016. The idea swelled into a product of many innovations that, in addition to a stronger security protocol, solves many of everyday life's challenges. Today, MyGate continues to build technology that enhances community living.

Key Highlights

• Large Market Opportunity
• High Product Demand
• Well‑Funded Startup

MyGate Values

Innovation | Speed | Excellence | Client Centricity | Confidentiality

This version reflects a genuine Team Lead role rather than a senior executive position by emphasizing people management, coaching, performance ownership, escalations, reporting, and cross‑functional collaboration while retaining the CRM domain.

Benefits

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person